ABOUT US

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation’s may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:

• A strong background in process analysis, process life cycle methodologies, and familiarity with process improvement techniques are also preferred.
• Experience with developing governance documentation (Policies & Procedures, Charters, Scope Documents, Project Plans, Issue Logs, Status Reports, Risk Management Plans etc.) is preferred.
• Advanced knowledge of Lean Six Sigma or other process optimization methodologies.
• Strategic Thinking - ability to align process improvements with business goals and KPIs.
• Project Management - Strong ability to manage projects involving both analytics and process optimization.
• Ability to conduct process audits to identify bottlenecks.
• Ability to effectively control and monitor outcomes of process changes to ensure sustained improvements.
• Ability to conduct work measurements through time study techniques (includes standardization of processes).
• Proficiency in documentation control of standard work, best practices, SOPs, and other important documents.
• Knowledge of loss mitigation, cashiering, bankruptcy and foreclosure, borrower contact strategies, and overall loan administration functions throughout the cycle of servicing of a loan is preferred.
• Ability to interact with all levels of the organization.
• Excellent attention to detail.
• Ability to multi-task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong customer-service orientation.
• Ability to use good judgment.

Competencies: To perform the job successfully, an individual should demonstrate the following:
Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.
Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others’ views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.
Education/Experience: High school diploma or general education degree (GED) required. Bachelor’s degree (B. A.) or higher in business related field from an accredited four-year college or university preferred. Four to ten years’ related experience and/or training required, five or more years of experience in business related process analysis is strongly preferred.
Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Sagent preferred.

DUTIES AND RESPONSIBILITIES:

• Analyze large datasets to uncover performance insights, trends, and opportunities for optimization.
• Conducts root cause analysis with key stakeholders for effective problem solving.
• Design, implement, and refine business processes using analytical insights to achieve scalability and efficiency.
• Develop dashboards and reports that provide actionable insights to stakeholders throughout the value stream.
• Lead and facilitate events such as process mapping, value stream mapping, and problem-solving sessions.
• Develops and maintains key performance indicators and other metrics that align to operational, tactical, and strategic initiatives.
• Lead initiatives to integrate new analytical tools or methods into existing business processes, ensuring adoption and effectiveness.
• Facilitates and leads meetings or discussions with different stakeholders from various departments to gather requirements, validate data, discuss risk mitigation techniques, and implement solutions that align with organizational objectives.
• Maintains and communicates project plan progress, issues, and risks.
• Regularly review and adjust optimizations strategies based on performance metrics and feedback loops to foster a continuous improvement approach.
• Coach, educate, and train team members on new analytical tools, methodologies, and best practices for process optimization.

THE ABOVE JOB DESCRIPTION IS NOT INTENDED TO BE AN ALL-INCLUSIVE LIST OF DUTIES AND STANDARDS OF THE POSITION. INCUMBENTS WILL FOLLOW ANY OTHER INSTRUCTIONS, AND PERFORM ANY OTHER RELATED DUTIES, AS ASSIGNED BY THEIR SUPERVISOR.

The company is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

• Paid Time Off (PTO)
• Medical, Dental &Vision
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company paid Life Insurance
• Matching 401(k) Plan

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation’s may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:

• A strong background in process analysis, process life cycle methodologies, and familiarity with process improvement techniques are also preferred.
• Experience with developing governance documentation (Policies & Procedures, Charters, Scope Documents, Project Plans, Issue Logs, Status Reports, Risk Management Plans etc.) is preferred.
• Advanced knowledge of Lean Six Sigma or other process optimization methodologies.
• Strategic Thinking - ability to align process improvements with business goals and KPIs.
• Project Management - Strong ability to manage projects involving both analytics and process optimization.
• Ability to conduct process audits to identify bottlenecks.
• Ability to effectively control and monitor outcomes of process changes to ensure sustained improvements.
• Ability to conduct work measurements through time study techniques (includes standardization of processes).
• Proficiency in documentation control of standard work, best practices, SOPs, and other important documents.
• Knowledge of loss mitigation, cashiering, bankruptcy and foreclosure, borrower contact strategies, and overall loan administration functions throughout the cycle of servicing of a loan is preferred.
• Ability to interact with all levels of the organization.
• Excellent attention to detail.
• Ability to multi-task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong customer-service orientation.
• Ability to use good judgment