Senior Manager BPI, GBS

Key Responsibilities

How Will You Contribute

• 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 during transition, and support with any activity related to implementation and improvement.

Key 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/centres.
• 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, SMEs, 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.

Qualification & Requirements

• Bachelor’s degree in business administration, Industrial Engineering, or any related field.
• Master’s degree Preferable.
• 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 centre/Shared Services environments.
• Six Sigma/Lean or PMO Certification.
• Strong analytical skills.
• Transformational change experience
• Strong presentation skills (Clients and Executives).
• Strong written and verbal communication skills.

Benefits

No information available.