Analysis Skills, Automation, Banking Operations, Business Analysis, Business Case, Business Development, Business Processes, Business Support, Centralized Operations/Management, Change Management, Communication Skills, Compensation and Benefits, Consulting, Customer Experience, Detail Oriented, Documentation, Establish Priorities, High School Diploma, Operational Audit, Operational Improvement, Operations Processes, Organizational Skills, Performance Management, Problem Solving Skills, Process Improvement, Product Development, Technical Delivery
This is a hybrid position based in Raleigh (the DAC). Candidates must live within a commutable distance of the any of the Bank’s operations centers.
The Business Process Consultant (BPC) supports the Enterprise Engagement Center Group Modernization Team by delivering process optimization, demand management, and solution delivery across engagement centers and back-office operations. This role plays a critical part in supporting translating business demand into actionable requirements and ensuring alignment between process design, technology solutions, and the target operating model. As a key execution partner, the BPC owns centralized intake and governance processes, leads detailed process mapping efforts, and collaborates closely with technology teams to deliver scalable, efficient, and outcome-driven solutions that improve operational performance and customer experience.
Responsibilities:
Demand Intake & Governance Execution
- Own day-to-day management of centralized intake (CROWN), ensuring accurate capture, documentation and prioritization of incoming demand
- Partner with the Senior Product Manager to ensure demand is well-defined, scoped, and aligned to roadmap priorities
- Implement a change management framework to foster adoption of the process and workflows as designed
Business Process Mapping & Analysis
- Lead detailed current-state and future-state process mapping across engagement centers and back-office operations
- Document workflows, dependencies, and handoffs to identify inefficiencies and gaps
- Support process standardization and simplification efforts to improve operational consistency and throughput
Optimization Identification & Sizing
- Identify opportunities for operational improvement, including efficiency gains, automation, and work or call deflection
- Quantify potential benefits and support development of business cases
- Track and report on realized benefits in partnership with stakeholders
Process, Technology & Operating Model Alignment
- Ensure alignment between process design, enabling technology, and the broader operating model
- Identify and escalate misalignments or risks that could impact delivery or value realization
- Support change readiness by ensuring processes and tools are clear, usable, and aligned to business needs
Qualifications:
Bachelor's Degree and 6 years of experience in Process improvement, consulting or product development OR High School Diploma or GED and 10 years of experience in Process improvement, consulting or product development
Skills:
- Hands-on experience with process mapping (e.g., current/future state, workflow documentation) and process improvement
- Strong ability to translate business needs into structured requirements and documentation
- Demonstrated ability to identify and quantify process improvement opportunities
- Strong analytical thinking, attention to detail, and problem-solving skills
- Effective communication and stakeholder coordination skills
- Experience in business process consulting, operations, business analysis, or related discipline
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
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First Citizens Bank
First Citizens Bank helps personal, business, commercial and wealth clients build financial strength that lasts. As the largest family-controlled bank in the United States, First Citizens is continuing a unique legacy of strength, stability, and long-term thinking that has spanned generations. Founded in 1898 and headquartered in Raleigh, N.C., First Citizens also operates a nationwide direct bank and a network over 550 branches in 22 states. Industry specialists bring a depth of expertise that helps businesses and individuals meet their specific goals at every stage of their financial journey. First Citizens Bank brings together personal service and powerful tools to help customers do more with their money – and make more of their future.
Looking for a career with CIT? CIT is now a division of First Citizens Bank.
First Citizens Bank. Forever First®
10,000 employees or more
Paid Sick Days, Prescription Drug Coverage, Professional Development, 401K, Flexible Spending Accounts, Retirement / Pension Plans, Life Insurance
https://www.firstcitizens.com