• Own and standardize HCHB workflows across all branches • Establish rules and cutoffs and various escalation pathways for workflow • Identify recurring workflow breakdowns and the associated fixes with branch owners • Create simple SOPs and pathways for all branches to follow • Conduct branch audits and provide coaching • Drive accountability through collaboration with the branch leadership until execution is consistent • Maintain a clear and prioritized backlog of workflow defects and improvements to ensure process improvement for the long run • Partner with the IT team and external vendors to improve workflows that impact changes for process improvement