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Senior Associate, Program Delivery & Process Management

Job ID: 7148
Business Unit: MTA Headquarters
Location: New York, NY, United States
Regular/Temporary: Regular
Date Posted: Jun 11, 2024


JOB TITLE: Senior Associate, Program Delivery & Process Management                   
SALARY RANGE:  $78,000 - $87,792       
HAY POINTS:    417            
DEPT/DIV:         Program Delivery & Process Management                      

SUPERVISOR:    Senior Director, Program Delivery & Process Management

LOCATION:       2 Broadway New York, NY 10004
HOURS OF WORK: 9:00 am - 5:30 pm (7 1/2 hours/day)
This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.
SUMMARY: The Program Delivery and Process Management team’s primary objective is to manage a transformational portfolio of enterprise-wide programs and projects that introduce best practices in talent acquisition, organizational design and development, performance management, compensation, benefits, and HR operations and analytics. This team is also responsible for designing and maintaining a continuous improvement program, that will enable and enhance the capabilities of the People team to effectively support the overall strategic objectives of the organization. The Senior Associate, Project Management will report directly to the Senior Director of Program Delivery & Process Management. Specifically, the Senior Associate, Program Delivery & Process Management will be responsible for documenting and assessing the stability and sustainability of current HR processes. Under the supervision of the Senior Director of Program Delivery & Process Management, this position conducts rigorous business and data analysis to assess the overall health of an HR process. Following a comprehensive analysis of the current state business process, the Senior Associate is responsible for designing an optimized future state. The Senior Associate is also accountable for executing specific initiatives and collaborating with stakeholders across all MTA Agencies and organizational areas; ensuring HR business processes conform to the organization’s long-term business strategy and collaborating with different departments so processes work in harmony. The Senior Associate will use their analytical skills to apply statistical methods, perform cost analysis and root-cause analysis for managing various process improvement initiatives. The Associate will run workshops with various internal clients and look to re-engineer processes and supporting systems to improve process capabilities, capacity, workflow, and internal logistics.
Moreover, the selected candidate will create, update, and audit all levels of documentation to ensure adherence to standardized work and form a benchmark of continuous improvement. Lastly, the incumbent must ensure alignment of engineering resources to achieve strategic targets and ensure the systems put in place continue to meet end user’s needs. This role will be responsible for supporting agency-wide HR strategic initiatives, complex HR process improvements and informational systems integration projects from a strategic and tactical level. This department also serves as a center of excellence in business analysis and process improvement for the MTA. It will enable the MTA to harness the capabilities of continuous process improvement. This role is also responsible for supporting the business architecture function inclusive of the HR function’s capabilities, processes, controls, and key performance indicators that will enable a structured, efficient and transparent approach for the delivery of HR process improvement programs and projects.
  • Responsible for driving enterprise-wide process reengineering initiatives across People Organization that improve efficiencies and reduce costs.
  • Independently assess current business processes, identify capability gaps, gain HR- business-IT alignment, develop future state strategy & solution vision.
  • Responsible for partnering with cross-functional partners to manages the design, modelling, and implementation of new or modified business processes and recommended organizational structures.
  • Liaise with IT to explore new or existing technologies that could be used for addressing inefficiencies, improving operations or solving problems. Document requirements for new
  • IT applications, produce procurement specifications and, where required, participate in the Request for Proposal (“RFP”) process and evaluation.
  • Within the center of excellence team, create and build process models and templates for reusability, identifies, and shares best practices and economies of scale across agencies to drive, capture and sustain process improvements leading to process consistency and standardization across agencies.
  • Build process maps, project plans, data collection plans, data analysis; identify synergies and gaps around the process for standardization and optimization.
  • Understands operational needs and work with data to identify trends and develop solutions.
  • Discover and develop business process models with MTA specific division SMEs to document (as-is) and/or Future State process models in BPMN modelling notation.
  • Create and Produce Standard Operational Procedures for various division specific processes.
  • Proactively leads collaborative efforts at the direction of the Sr. Director of HR Program Delivery across business groups, functional teams, at multiple levels. Accountable to provide the stable foundation for procedures & processes that will enable the execution of HR Operations & Analytics goals.
  • Provides strategic communication, problem solving, risk management, facilitating meetings, and ensuring quality control are elements.
  • Acts as a Project Manager for the Sr Director of HR Program Delivery & Process Management and improves business processes through tools, metrics, and dashboard reporting to enable decision making.
  • Responsible for partnering with cross-functional teams to drive the planning, executing, and auditing of HR processes that enable efficiencies and accountability for all business process and MTA procedures.
  • Facilitate remediation of modeling issues/procedure documentation with SMEs
  • Updating/reviewing process maps using BPMN process mapping tools such as Aris software
  • Oversee projects to completion by meeting tight deadlines.
  • Other duties as assigned.


  • Strong quantitative, analytical, and problem-solving skills, together with demonstrated proficiency in business case development and implementation planning.
  • Strong communication skills, both oral and written, with a talent to discern different contexts required for different audiences to obtain consensus on strategy.
  • Strong interpersonal skills with the ability to work with and collaborate across the MTA at all levels within and outside of the organization.
  • Working knowledge of business process modeling tools
  • Deadline driven, organized, detail-oriented and responsible.
  • Executive and emotional presence to inspire and influence change across the organization.
  • Ability to build relationships and work with diverse people using tact, diplomacy, discretion, and sensitivity.
  • Ability to train and coach other team members.
  • Ability to prioritize problems and promptly resolve or escalate, when necessary. Strong time management skills and ability to manage individual assignments.
  • Strong attention to detail.
  • Strong working knowledge of Microsoft Office Suite (e.g. MS Excel, Access etc.). Familiarity with performance metrics and ability to meet identified targets.
  • Must have knowledge of Business Processes, Process Mapping, Process Optimization.
  • Must have knowledge of improving the execution for organizations via systems improvement, analytical analysis, and strategy.
  • Ability to work side-by-side clearly and consistently across functions and departments synthesizing multiple points of view and influencing leaders and peers to execute a coherent action plan.
  • Able to understand operational needs and work with data to identify trends and develop solutions.
  • Ability to thrive in a fast-paced, dynamic environment and is a genuinely collaborative team player.
  • Ability to manage through ambiguous and subjective situations, including balancing strategic orientation and operational efficiency to ensure we deliver what is “right” for the customer, internal and external.
  • Comfortable working with data and making data-driven decisions.
  • Ability to think both creatively and critically, willing to think outside the box and challenge the status quo.
  • Demonstrated ability to work with all internal levels within a given organization.
  • Demonstrated ability to communicate effectively with key internal and/or external stakeholders.
  • Demonstrated proficiency in Microsoft Office Suite or comparable applications, i.e., Word, Excel, PowerPoint, and Outlook.
  • Project Management experience for technical systems delivery Overseeing technical projects.
  • Strong knowledge of multiple data analysis techniques and methodology to drive key business decisions.
  • Bachelor’s degree in business administration, Organizational Management or related field with outstanding academic achievement.
  • Minimum five years performing business process documentation/modeling & analysis or business requirements development.
  • Minimum three years in providing solutions to complex problems in specific business process domain.
  • Knowledge in at least three or more core HR Operations functions, such as Talent Acquisition, Employment, HRIS, Time and Labor and/or Benefits
  • Strong interpersonal skills with the ability to interact with all levels in the company & outside agencies.
  • Working knowledge of Microsoft office (Work, EXCEL, Visio, PowerPoint).
  • MBA or Advanced degree.
  • Lean Six Sigma Certification (Yellow Belt & or Green Belt)
  • Working knowledge of PeopleSoft HCM, and Oracle HCM Experience with Cloud Migrations.
  • Familiarity with creating Standard Operating Procedures (SOP’s) and documenting key process requirements and can produce sample work upon request to the MTA.
  • Working knowledge and use of office productivity tools and web-based applications.
  • Updating/reviewing process maps using BPMN process mapping tools such as Aris software
  • Technical knowledge (SQL; Power BI)
  • Proficient in MS VISIO for process mapping
  • Preferred five years’ experience in Business Process Modelling (& management) with MS VISIO or other process modeling software.
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
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