Process Excellence Manager

Job Description

Process Excellence Manager

As our Process Excellence Manager, your main focus will be to introduce Lean practices across our operation.  An individual contributor, you will work with cross functional partners to drive continuous improvement across our practices, processes, systems and tools. As a change agent, you will pioneer ideas and culture change, identify root causes of inefficiency, turning these issues into opportunities that deliver continuous and sustained improvement. You will evolve our customer experience by building customer centric action plans, testing and iterating to deliver the optimal impact and improved business outcomes. Considerable experience in project management is a critical component to the success of this role.

• Use your industry expertise to support operational excellence; partner with the Leadership Team to identify automation and efficiency opportunities across our customer experience and agent experience touchpoints.
• Dive into our customer experience; identify customer pain points, analyze data, behaviors, systems and processes then establish creative strategies to move the needle on key metrics.
• Support optimisation efforts to increase lead conversion and customer retention rates across our chat and email channels; conduct pilots to test, iterate and refine the approach before deployment.
• Use storytelling capability to communicate an engaging vision of the future, communicating the wins, benefits and impact that the change will deliver for the business
• Support change management, stakeholder engagement and broader communication plans ensuring clear messaging, adequate time for delivery, smooth integration.
• Work with the BI Team to track and analyze performance, adherence, and impact
• Work with our Finance Team on cost efficiency initiatives
• Create process documentation, schedule regular audits, identify gaps and address identified opportunities
• Lead workshops and training activities to grow our Lean capabilities

Skills

• Excellent business analysis and problem solving skills, adept in making data centric business recommendations
• Thrives on change, ambiguity and seeing plans come to life
• Strong project management, planning and time management skills, delivers under pressure
• Strong verbal, written, presentation and facilitation skills, makes the complex simple
• High levels of personal integrity, accountability and compliance
• A clear thinker with an open, transparent, inclusive communication and work style
• Builds relationships through collaboration, influencing without authority and best practice sharing
• Team-oriented, with ability to apply project management skills to support business stakeholders
• A strategic thinker with high attention to detail and a willingness to get their hands dirty

Qualifications

• A Bachelor’s Degree in a relevant field
• Lean practitioner/Six Sigma certified, experienced in practical application of methodologies with proven successful project completions which yield to significant organizational impact
• Minimum 7 years work experience in process excellence, shared services/ BPO industries
• Experience managing a small team in a people, functional or project manager capacity
• Experience leading continuous improvement and business transformation projects

Additional Information

Career Level

Assistant Manager/Manager

Qualification

Bachelor's/College Degree

Years of Experience

7 years

Job Type

Full-Time