Process Excellence Manager
Process Excellence – Manager, Black Belt
Base Location:
The successful candidate will be based at our delivery centre in Teesside.
Reporting Relationships:
The jobholder will have a direct reporting relationship to Deputy General Manager Process Excellence, with a dotted line relationship to the Operations Director UK
Job Purpose:
As a Process Excellence – BB, you will provide strategic, tactical and analytical support to Contact Centre Management and define, lead, manage execute key Organisational/Corporate initiatives and process specific Six Sigma projects. You will deliver training and mentor identified operations staff on continuous improvement methods as per plan. You will also continually review ways to improve processes within the aligned process/geography.
Will also provide necessary support to the business development inputs that may be required from time to time.
Key Accountabilities:
Ø Define, lead, manage and execute Six Sigma project initiatives at a corporate and Process level
Ø Drive corporate quality goals as defined per the yearly plans finalised.
Ø Utilize a data driven approach to problem solving to identify opportunities for improvement within the organization
Ø Deliver training as per plan
Ø Mentor and instruct Yellow Belt and Green Belt candidates
Ø Promote Six Sigma approach across all levels of the operations/NI Business
Ø Initiate sustainable process improvements in areas of the organization
Ø Support deployment of organizational quality framework viz COPC
Ø Provide support to Management on Business Development related activities
Ø Participate and actively contribute in the annual budgeting process
Ø Manage and execute as per plan key cross functional cross geography organizational initiatives
Ø Participate in all monthly operational reviews
Ø Conduct Periodic process audits to ensure Process Health
Ø Identify and Escalate issues to Management team to help resolve the same
Ø Ensure VOC process is in place and perform a Quarterly analysis of VOC scores to identify function specific and organization wide action items.
The Person:
Experience and Skills
Ø Must be educated to third level education
Ø Experience in Statistics/Mathematics or Engineering is desirable
Ø Must have at least 3 years in driving process/business excellence in any business
Ø Strong analytical, problem solving, facilitation and project management skills
Ø Experience in Banking domain preferred
Ø Must have delivered and mentored projects with significant gains in efficiency and effectiveness
Ø Excellent written and oral communication skills
Ø Demonstrated ability to achieve results by introducing new methods and thought processes to drive business process improvement
Ø Black Belt trained, certification preferred
Ø Experience in Value Stream Mapping
Ø Experience in deployment of Quality tools in operations viz control charts, box plots etc
Ø Good understanding of COPC, Lean and 5S
Ø Must have good knowledge of statistical problem solving skills and Six Sigma related methodologies.
Ø Must posses high proficiency in using Minitab and Excel
Ø People Management and Training skills essential.
Ø Experience in delivering Six Sigma/Lean training
Ø Should be a Team Player
Ø High skill ability with MS Office tools ie Excel, Visio and PowerPoint.
Ø Open to work across delivery sites and travel internationally.
Personal Qualities:
Ø Passionate about delivering results
Ø Commercially aware
Ø Excellent Verbal communication skills, Good Listener
Ø Highly Energetic and Boundary less
Ø Open to Change
Ø Enthusiastic with Positive Attitude
Ø Keen on self development and self growth
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