Business Process Manager

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Southern New Hampshire University
April 1, 2021
Manchester, NH
Job Type


Southern New Hampshire University is currently seeking a Business Process Manager. The Business Process Manager is responsible for documenting and evaluating existing business processes, organizing, leading, and facilitating cross-functional processes improvement teams, participating in business driver, KPI, and metric implementation and evaluation activities, and identifying indicators of future improvement opportunities. Primary responsibilities include hands on project/ initiative/ improvement work to improve process efficiency, efficacy, and experience through streamlining and automation.

The Business Process Manager has two major responsibilities:

  • Business Process Management & Automation
  • Resource/Capacity Planning & Optimization

Leading Business Process Management & Automation, BPM will collaborate with key stakeholders to provide strategy for understanding, measuring, optimizing and automating business processes. BPM will collaborate with stakeholders throughout the university to ensure effective workflows and efficient business processes are managed, maintained, and where possible, optimized and/ or automated. BPM will be responsible for evaluating, measuring, designing, executing controlling and monitoring business processes and driving continuous improvement. BPM will have experience in process automation, design-thinking, and LEAN methodologies to drive efficiencies and increase organizational capacity through their analysis and recommendations.

Leading Resource/Capacity Planning & Optimization, BPM will develop a strategy for understanding and optimizing the organizational capacity, including development of model(s) and mechanism(s) for implementing that strategy. BPM will lead SNHU efforts related to capacity planning, workload analysis, and resource optimization. Specific emphasis is placed on the effectiveness and efficiency of SNHU products, services, and support systems. BPM will provide regular reporting to key stakeholders about organization and departmental capacity, ensuring the organization is optimized for achieving its goals and strategic commitments.

In addition to mastering the people and change management side of business process and capacity planning, BPM must be extremely technically competent. BPM must not only be comfortable – but confident – in understanding the SNHUs technical systems, and ecosystem at large. BPM will assess the technical and ecosystem optical needs to develop and implement a thoughtful plan to provide comprehensive insights into the organization’s workforce, business metrics, and workflows.

Essential responsibilities of this position include the following:

Business Process Management

  • Refresh existing SOPs, WIs process maps, etc. to ensure documentation reflects current work
  • Assist in developing, documenting, and mapping net new procedures via process maps, Value Stream Maps, SIPOC charts, etc as appropriate
  • Create and maintain a common dictionary/glossary of terms for process documentation, to include nomenclature, version control, and meta-tagging systems
  • Ensure consistent, efficient and effective operations by creating standards, sharing best practices, and communicating with team members, support functions, and leadership about operations performance
  • Monitor key business drivers, KPIs, other metrics against process data to drive toward optimal conditions

Lead and Participate in Projects and Process Improvement Initiatives

  • Simultaneously lead and contribute to multiple strategic and continuous improvement projects, either self-led or led by others, by serving as a Lean Six Sigma expert
  • Use data insights, process knowledge, process improvement methodologies and critical thinking skills to identify waste and execute process improvements, optimizations, and/ or automations
  • Define KPIs and/ or metrics to monitor successful implementation of process-based projects
  • Serve as a Change Leader and drive change positive culture that embraces process improvement, optimization and automation, targeted to enhance productivity, quality, and delivery of high-quality products

Capacity Planning & Resource Allocation Strategy

  • Identify and implement a capacity management and resource allocation strategy that is scalable to support SNHUs growth goals
  • In conjunction with business partners, perform capacity analyses and make recommendations to best optimize available resources, with specific focus on employee ability to serve learners at areas of highest impact
  • Drive capacity management and resource allocation insights and recommendations that deliver innovative, positive impact to business processes, teams, and SNHU goals

Strategic Contribution

  • Develop, maintain and iterate on operating models to align with company’s strategic initiatives
  • Develop and/ or support the development of recommendations that deliver succinct and concise, data-driven information for leadership regarding operational implementation of strategic goals, priorities and sustainment of process improvement, optimization and/ or automation efforts
  • In alignment with the SNHU strategic commitment and priorities, identify critical areas of performance improvement need and collaborate on business case preparation for the proposed change(s)
  • Other duties as assigned and based on the business needs

Minimum Qualifications:

  • Bachelor’s Degree required, Master's degree preferred
  • Six Sigma Green Belt required, Black Belt preferred
  • Demonstrated ability to create solutions and ideas that add value
  • Cross functional business process management experience for large companies
  • Proven ability to manage large and complicated projects
  • Experience in maintaining strong, collaborative working relationships with leadership, stakeholders and project teams
  • Experience in resource capacity planning
  • Strong attention to detail, a passion for strategic thinking and problem solving, and ability to deliver rich business insights to drive business decisions


  • Excellent time management, organization and personal effectiveness skills
  • Excellent computer skills, including proficiency with Microsoft Office, Power BI, and other web based tools
  • Flexibility to work a hybrid, in-office and remote schedule
  • Flexibility to work hours beyond 8 to 4:30, based on the business needs and work load
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