Job Summary

The Business Process Improvement Sr. Manager is responsible for establishing a culture of continuous improvement across the Global Shared Services network including the development and rollout of programs and methodologies (i.e. Six Sigma, Lean) to key associates in the organization to drive material financial benefit. The role is accountable for establishing and monitoring BPI Practices across the local GBS Center as well as create and implement action plans for any areas of improvement identified. This individual will own and support GBS Initiatives directed to blurring the lines between countries and functions supported, generating financial benefits through centralization, standardization and automation of streamlined processes across GBS Centers. Partner with leaders across the organization to work as a liaison between them and GBS functions to ensure performance objectives are met.

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 TeamDevelop recommendations and implementing enhancements to the GBS including methodology, training, tools and redesign to improve processesPerform root cause analysis to create scalable, lasting solutions to operational problemsContribute to the development of a repeatable model for operational issue resolutionGenerate BPI projects/initiatives to improve GBS performanceLead 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 plansDevelop business process management playbooks and documentation to ensure understanding of processes by stakeholder and end usersDevelop relationships with internal stakeholders and resources to collaborate and influence desired outcomes that benefit the GBS organizationSupport 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 performanceCollaborates with departments to develop performance targets and evaluate their outcomesEnsures that department priorities are aligned with GBS Senior Leadership, Functional Departments and Strategic InitiativesIdentify process inefficiencies and recommend appropriate solutionsGuide teams in creating, designing, and formatting improvements needed to describe system changesCompile monthly/required statistical and narrative reportsLead the implementation of operational strategies and objectives across multiple departments/centersLead cross-functional team to design and implement new processesCollaborate with business leaders to develop comprehensive and functional strategic plans aimed at attaining optimum performance while maintaining an aggressive approach to cost maintenance/reductionFacilitates sessions with users, SME’s, and/or business owners to extract key business requirementsDevelop (if needed), assess and utilize analysis opportunities based on all available data to support the strategy development of opportunities for process, performance and efficiency improvementsEvaluate process documentation, applications used, application dependencies, other process interdependencies to develop “current state and optimal process designPerform other duties as assigned

Job Requirements:Advance level of English5+ Years of experience in Continuous Improvement Methodologies (SS, Lean, Kaizen)Experience in Quality methodologies highly desirable5+ Years on a leadership role, ideally within QP&A or BPIQuality and BPI experience with a concentration on BPO/contact center/Shared Services environmentsBachelor’s degree in Business Administration, Industrial Engineering or any related fieldMaster’s degree PreferableSix Sigma/Lean or PMO CertificationStrong analytical skillsTransformational change experienceStrong presentation skills (Clients and Executives)Strong written and verbal communication skillsProblem solving where development of new solutions, methods and systems will result in a major impact on department's overall successImplement own recommendations and see projects through to completionAnalyze current methods and procedures, recommend and implement improvementsAbility to communicate effectively remotely and in group meetings and discussionsTravel: 30%

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