Continues Improvement Expert

Key Responsibilities

Job Functions

• Establish a continuous improvement culture inclusive of conducting trainings (Lean, Six Sigma)
• Ensure consistency and drive standardization and best practices between centers by collaborating with Operations Leaders, GBS Leadership, GBS Site Directors, SMEs and Quality Team
• Develop recommendations and implementing enhancements to the GBS including methodology, training, tools and redesign to improve processes
• Perform root cause analysis to create scalable, lasting solutions to operational problems
• Contribute to the development of a repeatable model for operational issue resolution
• Generate BPI projects/initiatives to improve GBS performance
• Lead Enterprise scale BPI initiatives within GBS, from concept refinement, introduction and buy-in, achieving GBS executive sponsorship, project scoping, phasing and implementation, milestone development, success measurement and control plans
• Develop business process management playbooks and documentation to ensure understanding of processes by stakeholder and end users
• Develop relationships with internal stakeholders and resources to collaborate and influence desired outcomes that benefit the GBS organization
• Support transition of new processes to GBS to understand process health at the moment of transition, and support with any activity related to implementation and improvement

Job Responsibilities

• Monitor, analyze and make recommendations for operational activities that will improve performance indicators that will reflect on GBS and company performance
• Collaborates with departments to develop performance targets and evaluate their outcomes
• Ensures that department priorities are aligned with GBS Senior Leadership, Functional Departments and Strategic Initiatives
• Identify process inefficiencies and recommend appropriate solutions
• Guide teams in creating, designing, and formatting improvements needed to describe system changes
• Compile monthly/required statistical and narrative reports
• Lead the implementation of operational strategies and objectives across multiple departments/centers
• Lead cross-functional team to design and implement new processes
• Collaborate with business leaders to develop comprehensive and functional strategic plans aimed at attaining optimum performance while maintaining an aggressive approach to cost maintenance/reduction
• Facilitates sessions with users, SME’s, and/or business owners to extract key business requirements
• Develop (if needed), assess and utilize analysis opportunities based on all available data to support the strategy development of opportunities for process, performance and efficiency improvements
• Evaluate process documentation, applications used, application dependencies, other process interdependencies to develop “current state and optimal process design
• Perform other duties as assigned

Qualification & Requirements

• Advance level of English
• 5+ Years of experience in Continuous Improvement Methodologies (SS, Lean, Kaizen)
• Experience in Quality methodologies highly desirable
• 5+ Years on a leadership role, ideally within QP&A or BPI
• Quality and BPI experience with a concentration on BPO/contact center/Shared Services environments
• Bachelor’s degree in Business Administration, Industrial Engineering or any related field
• Master’s degree Preferable
• Six Sigma/Lean or PMO Certification
• Strong analytical skills
• Transformational change experience
• Strong presentation skills (Clients and Executives)
• Strong written and verbal communication skills
• Problem solving where development of new solutions, methods and systems will result in a major impact on department’s overall success
• Implement own recommendations and see projects through to completion
• Analyze current methods and procedures, recommend and implement improvements
• Ability to communicate effectively remotely and in group meetings and discussions
• Travel: 30%

Benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Other Perks & Discounts…