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.

• 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

• 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