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.

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 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 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 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

• Advance level of English
• 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
• Problem solving where development of new solutions, methods and systems will result in a major impact on department’s overall success
• Implement own recommendations and see projects through to completion
• Analyze current methods and procedures, recommend and implement improvements
• Ability to communicate effectively remotely and in group meetings and discussions
• Travel: 30%