Process Improvement Manager

Overview

As a Business Process Improvement (BPI) Lead you will be the BPI consultant or BPI lead for priority CS Roadmap programs, where you will be part of the project working group and take on responsibilities for process analysis and design, pilot design and execution and control plan development.

You will work cross-functionally with Experience Architects, Segment Managers, Service Improvement Managers and Regional Operations Managers, leading Continuous Improvement pilots and projects that will focus on the analysis and improvement of Service for specific CS business processes, in order to increase operational efficiency, process quality, and result in outstanding customer experience.

You will work cross-functionally with other Shared Services functions, Policy, and Support Product to lead the process impact assessment and subsequent process design for high priority changes as part of the Change Management process.

You will partner with CS Analytics to design and implement process measurement systems, analyze process data and utilize this information to drive decision making, successful improvement projects to completion, and propose Continuous Improvement projects. You will create queries and utilize data analytics tools to support process improvement efforts.

You will be responsible for the delivery of successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results including feature launches throughout the year.

Skills:

·         Leads and supports cross-functional project teams to implement operational changes.

·         Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally.

·         Builds relationships with cross-functional CS and broader business stakeholders

·         Supports the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities.

·         Collects data and insights from operations to identify the root cause of problems.

·         Measures performance against process requirements.

·         Surveys, identifies and analyzes best practices for techniques and processes.

·         Leads initiatives to implement best practices in operations.

·         Performs cost and benefit analyses and constructs business cases for process improvement opportunities.

·         Presents opportunities for approval to senior leadership.

·         Communicates progress to stakeholders.

·         Diagrams and evaluates existing processes.

·         Builds and updates Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc.

·         Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures.

Education:

Industrial Engineering or similar preferred

Nice to have:

Green Belt Certified

Six Sigma Green Belt Certified