Process Improvement Manager – NYC
Overview:
The IT Process Improvement Manager is responsible for developing, refining, training and mentoring the IT organization in its capabilities with regard to Large projects, Operational Excellence (OE) and Lean Six Sigma (LSS).
In addition to this responsibility, the Process Improvement Manager will have the authority to manage the IT OE program portfolio from a day to day perspective. In this capability, they will function as the program manager and will be responsible for managing all aspects of the projects throughout the lifecycle – Initiation, Planning, Execution, Control and Closure. This includes ensuring that all the project deliverables and outcomes are implemented on time, on budget, and within scope, to meet the expectations of the Business Sponsor and Owner.
Responsibilities:
In partnership with Profit/Support Center Leaders, Business Sponsors, Champions and Process Owners, the Process Improvement Manager provides expert process design and improvement skills for Technology related functions coupled with knowledge in best practice techniques and methodologies to drive OE customer focus and process improvement results throughout the IT organization.
In addition to strong technical skills and knowledge, the successful Process Improvement Manager must demonstrate:
- Project Management: The ability to lead the planning and the development of all project deliverables for projects they are responsible for leading. The project management is responsible for managing the budget, work plan and all Project Management Procedures (scope management, issues management, risk management, etc).
- Program Management: The ability to collaborate with other Project Managers, the IT Champion, Area Champions and stakeholders to develop IT OE and non-OE programs that will drive adoption throughout IT and deliver the agreed upon results and ensures results are maintained.
- Relationship Management: The Process Improvement Manager must be client focused, and is expected to manage relationships and expectations. Managing the expectations of and influencing several diverse stakeholders, through effective communication and well-tuned interpersonal skills, is critical to success.
- Leadership: Throughout the project’s life cycle, the Process Improvement Manager must also must also act as a change agent with a focus on driving others to meet applicable project and business objectives. Acting as a change agent where necessary, and motivating the project teams in support of meeting the project and business objectives are key competencies in this leadership role.
- Continuous Improvement: Accurately determining which process improvement and project management methodologies and tools are best suited to achieve objectives and effectively using those tools to increase the likelihood of success is key.
Coaching Mentoring
Coaching Yellow Belots, Green Belts, Black Belts and Kaizen Leaders in Lean and Six Sigma DMAIC methodologies to successfully complete projects and realize targeted benefits and outcomes.
Provide mentoring as needed on OE and Lead Six Sigma principals. Provide project oversight and guidance for the sucessful execution and business outcome within the IT area. Their role is to ensure that the program track delvers the agreed upon results and ensures results are maintained.
Training
Develop and deliver contect for trainings relating to Operational Excellence and process improvement methodologies.
Knowledge Management
Provides hands-on leadership, information and subject matter expertise for IT related functions to:
-support identification, selection and prioritization of OE projects that links projects with business and customer priorities.
-influence cultural adoption of and organizatoinal maturity in Lean Six Sigma and OE objectives.
Project Execution
Executes by apploying appropriate methodology and tools to manage all aspects of assigned projects throughout project lifecycle.
Ensures all project deliverables and outcomes are implemented on time, on budget and within scope, to meet the expectations of the Project Sponsor and Owner.
Employs proper management i nthe areas of project scope, schedule/time, finance, quality, resource, communication, risk and procurement management for successful project outcomes.
Qualifications:
Education:
- Bachelors degree required
- Certification as a Black Belt is required
- Certification as Master Black Belt (highly desired)
- PMP certified (mandatory)
- ITIL V3 certification as preferred
Experience:
- The ideal person must have exceptional people skills with 8 to 15 years of professional experience with 7+ years of progressive process improvement/reengineering experience, with a strong preference for industry experience.
- 7+ Years experience in large-scale business transformation and/or business process reengineering projects, preferably within the insurance/financial services industry, or 2-3 years working in a Six Sigma certified Black Belt capacity. Certification as Master Black Belt with primary budget, resource and delivery accountability required.
Competencies/Skills:
Execution
- Proven practical technology related experience applying project management and Lean/ Six Sigma process improvement best practice techniques and tools on large scale projects to deliver significant business results for clients
- Self starter with superior problem-solving, analytical and organizational skills and a track record for high performance and superior delivery
- Strong quantitative and qualitative skills; detail-oriented with ability to see the big picture and to work effectively at both high and detailed levels
- Ability to quickly learn and apply new concepts in the course of work as well as to produce high volumes of quality work product on concurrent projects under deadline pressures
- Drive accountability and maximize resource utilization
- Manage, monitor and track resources’ time for projects
- Ensure accurate time entry to drive project progress and resource management
- Estimate staff resource needs for successful project delivery
Cost Management
- Manage, monitor, track, and report project-related costs
- Oversee project costs and ensure finances are well managed, monitored, and balanced for all PMO-managed efforts and process invoices in an efficient and timely manner
Project Governance
- Standards and Best Practices
- Establish, implement, communicate and improve standard project management methodologies, techniques, and best practices
Project Communications and Status
- Develop and report on standard PMO metrics consistently
- Ensure Project level status is communicated consistently and accurately
- Ensure Project Schedules are published and tracked utilizing standardized tools
- Communicate clearly and concisely to all levels of executives, management, staff, and internal and external customers
Project Escalation and Exception Reporting
- Ensure compliance on standardize control processes for communicating portfolio and project issues
Interpersonal
- Effective team player with a strong team spirit, enthusiasm and ability to motivate others coupled with strong presentation, facilitation, consulting, and written and verbal communication skills
- Ability to work with and influence others with different priorities and at varying levels in organization
- Communicates effectively with others and demonstrates good listening skills
- Resolves conflicts and negotiates with others in respectful manner
- Proven mentoring and coaching skills with ability to train and develop others in an adult learning environment
Leadership
- Effective change agent with ability to establish a vision and motivate others to drive toward accomplishment of related goals and objectives
- Results-focused with a bias for action and the ability to translate organizational objectives into local and actionable goals
- Embraces diversity and encourages partnering and teamwork
- Promotes and demonstrates Guardian’s core values (People Count, We Do the Right Thing, We Hold Ourselves to High Standards)
- Encourages open and constructive discussion of issues and challenges
- Dependable and professional with high level of emotional intelligence
- Guide, monitor and evaluate work performance of Project Managers
- Give input to Product Managers for performance evaluation as appropriate
Knowledge:
- Sound working knowledge and experience using and applying process improvement best practices and techniques/methodologies in a structured project environment
- Strong knowledge of SLDC, DMAIC and Kaizen methodologies, data collection and analysis, value stream mapping, process capability analysis, financial impact, root-cause identification, Lean principles, transition planning, performance monitoring and operating procedures planning.
- Working knowledge and ability to communicate effectively with technical or IT process and business owners a plus
- Strong proficiency in Windows, Minitab, Excel, Word, Visio and PowerPoint essential