GBS Operational Excellence Lead

Key Responsibilities

• Collaboration: Partner with service lines and BPOs to identify business needs and conduct in-depth process analyses to uncover improvement opportunities.
• Problem-Solving: Guide and coach root cause analysis for problem-solving, supporting the identification of automation opportunities.
• Internal Advisor: Act as an internal advisor on solutions that drive operational excellence, ensuring alignment with business needs and technical capabilities.
• Process Reengineering: Lead and execute As-Is process mapping, solution feasibility assessments, and To-Be process definitions
• Benefit Analysis: Measure benefits, analyze impact/effort, and calculate return on investment.
• Project Coordination: Coordinate value cases, qualification, funding requests, project charters, and resource assignments for implementation.
• Process Improvement: Understand end-to-end processes across geographies to drive solution proposals, global alignment, project prioritization, and automation roadmap definitions with various service lines.
• Project Management: Manage the transformation project portfolio and act as PMO to support the service lines. Track, monitor, and report regularly on project status to ensure timely completion and successful delivery of projects and benefits.
• Process Documentation: Coach and support the creation of standard operating procedures across the service lines
• Quick Wins: Implement quick improvements to drive immediate benefits.
• Agile Methodology: Utilize Agile methods to manage and prioritize workload and result delivery. Participate in regular team meetings and contribute to the Agile process.
• Data-Driven Culture: Promote a data-driven culture by supporting KPI development and implementation, and coaching operational performance reviews.
• People Development: Foster a continuous improvement culture and build capability by facilitating CI Methodology training sessions.
• Communication: Maintain clear and professional communication with stakeholders at all levels. Provide regular updates on the status of incidents and requests, ensuring transparency and customer satisfaction.

Qualification & Requirements

Requirements:

• Bachelor’s degree in Engineering, Business Administration, IT/Systems, etc.
• Lean Six Sigma certification (desirable)
• 4+ years of experience in process improvement and project management
• Experience in the Shared Service Center environment is a plus
• Advanced English

Technical Skills

• Process Management and Improvement: Proven experience in process mapping/design, problem-solving and transformation projects
• Automation technologies knowledge: requirements and application of RPA, Power Platform tools, Winshuttle, AI, Process Mining
• Project Management Skills
• Demonstrate ability to understand complex business needs and align them to the strategic transformation stakes for the business
• Stays informed about emerging trends and technologies in the automation space and facilitates knowledge sharing across GBS.

Soft Skills

• Communication: Excellent verbal and written communication skills. Ability to convey technical information to non-technical stakeholders clearly and concisely.
• Teamwork: Strong ability to work collaboratively in a diverse, international team. Adaptable to different working styles and cultures.
• Problem-Solving: High analytical and problem-solving abilities. Capability to think critically and troubleshoot issues effectively under pressure.
• Customer Focus: Strong customer service orientation. Commitment to understanding and meeting the needs of internal clients.
• Time Management: Efficient time management and multitasking skills. Ability to prioritize tasks and manage workload effectively in a fast-paced environment.
• Adaptability: Flexible and able to adapt to changing circumstances and requirements. Eager to learn and stay updated with new technologies and processes.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…