ABOUT THE ROLE
Reporting initially to a member of BVCU’s senior team, the Business Process & Operational Excellence Specialist is responsible for identifying, analyzing, documenting, standardizing, and improving business processes across Bow Valley Credit Union. The role will work closely with branch leadership, business units, Shared Services, Compliance, and other stakeholders to reduce administrative burden, improve consistency, strengthen controls, enhance the employee and member experience, and maximize the effective use of technology.
The incumbent will conduct detailed reviews of workflows, procedures, and day-to-day activities across the organization to identify opportunities for standardization, automation, simplification, and continuous improvement. A key focus of the role will be developing and maintaining standard operating procedures (SOPs), job aids, process maps, training materials, and operational documentation that support efficient, compliant, and scalable operations.
RESPONSIBILITIES
Business Process Review & Analysis
- Conduct detailed reviews of operational, administrative, and service delivery processes across branch and corporate functions.
- Observe and document current-state workflows, procedures, and activities.
- Identify process inconsistencies, duplication of effort, inefficiencies, manual workarounds, and administrative burden.
- Analyze root causes of operational challenges and recommend practical solutions.
Standardization & Documentation
- Develop, maintain, and continuously improve Standard Operating Procedures (SOPs), job aids, process maps, workflow diagrams, and procedural documentation.
- Ensure operational processes are clearly documented, standardized, and consistently applied across all locations.
- Establish documentation standards and version control practices.
- Support knowledge management and organizational learning initiatives.
Continuous Improvement & Operational Excellence
- Identify opportunities to streamline processes and eliminate non-value-added activities.
- Support the implementation of best practices and continuous improvement initiatives.
- Collaborate with leaders and subject matter experts to redesign workflows and improve operational effectiveness.
- Recommend solutions that improve efficiency while maintaining service quality, risk controls, and regulatory compliance.
Technology Optimization & Automation
- Assess current technology utilization and identify opportunities to better leverage existing systems and tools.
- Support process automation and workflow enhancement initiatives.
- Evaluate opportunities to incorporate artificial intelligence (AI), automation tools, digital workflows, and other technologies into business processes.
- Work with internal and external stakeholders to support technology implementation and adoption.
Compliance & Risk Support
- Ensure documented processes align with organizational policies, regulatory requirements, and internal controls.
- Collaborate with Compliance and operational leaders to support audit readiness and risk mitigation efforts.
- Assist in identifying control gaps and recommending process improvements to strengthen compliance and operational effectiveness.
Stakeholder Engagement & Change Support
- Build strong relationships with branch teams, department leaders, and subject matter experts.
- Facilitate discussions to understand operational challenges and opportunities.
- Support employee adoption of new processes, tools, and procedures.
- Assist in delivering training and communication related to process changes.
REQUIREMENTS
Core Effectiveness Skills
- Strong analytical and problem-solving skills.
- Exceptional attention to detail and process orientation.
- Ability to map, document, and improve business processes.
- Strong written communication skills with the ability to develop clear, concise documentation.
- Excellent organizational and project coordination skills.
- Ability to influence and collaborate across multiple departments and stakeholder groups.
- Strong critical thinking and continuous improvement mindset.
- Ability to manage multiple priorities and projects simultaneously.
- Comfortable learning, collaborating and leveraging technology, automation, and AI-enabled tools.
- High degree of professionalism, confidentiality, and sound judgment.
Education & Qualifications
- Minimum 3-5 years of experience in process improvement, business analysis, operations, compliance, project coordination, continuous improvement, or a related field.
- Experience documenting business processes, workflows, SOPs, and procedural documentation.
- Experience within financial services, credit unions, banking, or other regulated environments is considered an asset.
- Knowledge of process improvement methodologies, operational excellence principles, or Lean concepts is considered an asset.
- Experience working with workflow automation, digital process tools, AI applications, or business systems is considered an asset.
Success in this Role
Success in this role will be measured by the ability to:
- Reduce administrative burden and process duplication.
- Improve consistency across branches and departments.
- Increase operational efficiency and effectiveness.
- Develop clear, practical, and sustainable documentation and procedures.
- Improve employee adoption of standardized processes.
- Enhance utilization of technology and automation tools.
- Support BVCU's strategic objectives related to operational excellence, risk management, member service, and organizational growth.
Other Requirements:
- Must be bondable; satisfactory criminal and credit checks required
- Legal authorization to work in Canada on a full-time basis
WORKING CONDITIONS:
- Schedule: Full-time, 37.5 hours per week, Monday–Friday, 8:30 AM to 5:00 PM
- Location: On-site
- Physical Requirements: Office environment with extended computer use, sitting, reaching, standing; minimal lifting and walking
- Mental Demands: Moderate to high mental effort with periods of concentrated workload
We welcome applications from all backgrounds. Only candidates selected for an interview will be contacted.
Note: This description provides an overview of the position and is not exhaustive. Responsibilities may evolve at the discretion of Bow Valley Credit Union.
