Senior Manager, Business Process Improvement

Key Responsibilities

Process Engineering & Optimization:

• Provide strategic direction for the end-to-end optimization of IT and GBS processes to enhance efficiency, effectiveness, and user experience.
• Apply methodologies such as Lean Six Sigma, Customer Journey Mapping, and Design Thinking to eliminate waste, streamline workflows, and improve service delivery.
• Define and implement process performance metrics and KPIs to track, report, and sustain improvements.

Strategic Initiatives & Transformation:

• Collaborate with CIDO and business leadership to define and drive digital transformation roadmaps aligned with organizational goals.
• Lead Value Improvement Programs (VIPs) and continuous improvement initiatives across IT and GBS, ensuring tangible business outcomes.
• Champion process automation, including RPA, AI, and workflow tools, ensuring that process designs support scalability, compliance, and automation.

Cross-Functional Collaboration:

• Act as a strategic partner to stakeholders across IT and GBS to understand needs, align priorities, and deliver impactful process solutions.
• Partner with GBS and IT Value Improvement Operations teams to develop and maintain a robust pipeline of high-impact improvement initiatives.
• Serve as the liaison between technical teams and business stakeholders to ensure aligned, effective execution.
• Facilitate workshops, process mapping sessions, and stakeholder interviews to support solution design and implementation.

Governance & Change Management:

• Develop and implement process governance frameworks and standards for documentation and sustainability.
• Lead change management activities, including stakeholder engagement, communication planning, and training to drive adoption of new ways of working.
• Monitor initiative progress and report outcomes to senior leadership, offering recommendations for improvements as needed.

People Leadership:

• Lead, coach, and develop the Value Delivery team to foster a high-performance culture rooted in operational excellence.
• Provide clear direction, mentorship, and development opportunities, driving accountability and collaboration.
• Ensure the team is equipped with the tools, skills, and mindset to deliver measurable, lasting business value.

Qualification & Requirements

Required

• Bachelor’s degree in Engineering, Information Systems, Business Administration, or related field.
• 8+ years of progressive experience in process improvement, business transformation, or GBS/IT strategy in a corporate or consulting environment.
• Proven success leading large-scale, cross-functional process improvement initiatives in IT or GBS functions.
• Strong analytical, problem-solving, and project management skills.
• Demonstrated ability to influence and engage at all levels of the organization.
• Proficiency with tools such as Visio, Signavio, Power BI, ServiceNow, or SAP.

Preferred

• Master’s degree in a relevant field.
• Lean Six Sigma certification or equivalent.
• Knowledge of change enablement concepts, methodologies, or frameworks, gained through formal training, practical experience, or self-directed learning.
• Experience working within global shared services (GBS) or matrixed environments.
• Demonstrated expertise in stakeholder engagement, training design, and strategies to support new process or system adoption.
• Background in designing and scaling comprehensive continuous improvement programs.
• Strong facilitation skills in process mapping and customer journey mapping.
• Familiarity with ERP systems (SAP, Oracle) and modern SaaS platforms.

Benefits

Wherever you are in life, we want to meet you there with the support that allows you to be your best at home, at work and everywhere else.

Core Benefits Offered

• Basic Life Insurance
• Basic Accidental Death and Dismemberment (AD&D) Insurance
• Business Travel Accident Insurance
• Short-Term Disability
• Long-Term Disability
• Paid Time Off: Vacation, Holidays, & Sick/Absence Pay
• Adoption Assistance Program
• Wellbeing Program
• Maven
• Employee Assistance Program
• Educational Assistance Program
• 401(k) Retirement Savings Plan
• Tutor.com

Voluntary Option Benefits

• Medical with Prescription Drug Insurance
• Dental Insurance
• Vision Insurance
• Voluntary Term Life Insurance
• Voluntary Accidental Death and Dismemberment (AD&D) Insurance
• Health Care Flexible Spending Account
• Dependent Day Care Flexible Spending Account
• Global Employee Stock Ownership Plan
• Supplemental Long-Term Disability
• Critical Illness Insurance
• Accident Insurance
• Identity Theft Protection
• Legal Plan
• Auto Insurance
• Homeowner’s or Renter’s Insurance
• Pet Insurance