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Regulated Process Owner

  • Atlanta
  • Project & Program Management
  • Full time
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Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.


The Regulated Process Manager leads accurate fulfillment of regulated services for the Consumer Contact Centers and will be responsible for compliance, process management, process improvements, and analytics. This role is responsible for the overall performance, effectiveness, and training techniques of regulated business processes fulfilled by Consumer Care agents. This position will drive optimization across multi-channels (voice, eMail, mail, chat, etc), lead large collaboration events across internal teams (Operations, IT, Security, Legal, Compliance, Reporting, etc), and author/ maintain associated policies and scorecards as the subject matter expert (SME). Most importantly, the Process Manager is the primary champion of a low effort, high satisfaction customer experience that is aligned with the strategic direction of the business and while meeting regulatory requirements.


What you’ll do

  •  Drive analytics and insights and establish appropriate metrics to improve visibility and effectiveness of regulated services;  design suitable management dashboards and process controls

  •  Map, write, publish, and maintain regulated processes in both BlueWorks (BPM) and company repositories; utilizing EFX documentation standards and templates 

  • Identify and address process breakdowns and system defects. Produce recommendations and associated business cases for end-to-end optimization of process/technology and coordinate resolution activities.

  • Perform routine internal audits of processes.

  • Collaborate with Training and QA partners to drive and reinforce agent behaviors

  • Lead and/or participate in large scale process/project activity as the SME, including LEAN and Customer Journey Mapping, to ensure alignment with existing or new processes.

  • Recommend and implement automation and process efficiencies; updating processes where applicable. Incorporate process design, process risk assessment, piloting, and data analysis and reporting.

  • Report (daily, monthly, and quarterly), evaluate and improve overall team performance, quality, and CSAT.

  • Proactively conduct and promptly respond to complex trending and analysis, implement corrective and preventive action plans, and follow up on assessing the ongoing effectiveness of implemented mitigation plans.

  • Respond promptly to legal and compliance requests. Responsible for mitigating compliance observations with associated service/process.

What experience you need 

  •  Bachelor's degree required

  • 7+ years in contact center or production environment

  • 5+ years of professional experience in a process improvement role using Lean/Six Sigma (preferred); innovative, creative, and flexible

  • Experience with cross-functional teams with respect to implementation of project/program requirements

  • Excellent verbal and written communication skills with the ability to present information concisely with supporting data

  • Ability to communicate with both business and technical teams

  • Proven problem solving and project management skills

  • Outstanding attention to detail and organizational skills

What could set you apart

  • Knowledge of Equifax Systems (ACIS, ACRO, CCMS, GCMS, Salesforce, Siebel), previous experience with Exchanges and or US Consumer Services preferred

  • Think critically and map complex processes in detail

  • Understand/utilize process maps, control charts, and other process management tools

  • Conduct cost/benefit and risk analysis

  • Deal with ambiguity and competing objectives in a fast paced environment

  • Self-start, work independently and demonstrate an owner’s attitude towards our most important and complex data


We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


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