Lead the delivery of business improvement projects. Provide training, mentoring and guidance in the use of Continuous Improvement tools.
Job Responsibilities:
- Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes).
- Work with minimal supervision to conduct complex business analysis, procedure mapping, business requirements gathering, and process designs to address business opportunities/issues and develop formal recommendations.
- Interview and go through each of Visaya’s business processes and find wastes
- Provide process and business recommendations to Project Initiative Leads based on data analysis.
- Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation
- Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).
- Establish effective project communication plans and ensure their execution.
- Submit project deliverables and ensure they adhere to quality and company standards.
- Prepare status reports by gathering, analyzing, and summarizing relevant information.
- Manage staff including determining staffing needs, setting goals, interviewing, selecting, coaching and evaluating the performance of all direct reports; ensures staff is trained and works with department and/or enterprise trainer to develop written training materials and procedures
- Recommend and implement streamlined policies and procedures
- Participates in developing and implementing enhancements and new tools and methods
- Coordinate with various departments and team members to make sure that all parties are on track with project requirements, deadlines, and schedules.
- Demonstrate professional judgment to identify risks and threats to the project initiatives and milestones and communicate to key stakeholders where necessary.
- Manages or completes special projects assigned by upper management
- Performs miscellaneous duties as assigned
- Responsible for project management
- Responsible for regulatory control reports/auditing
- Responsible for new hire training facilitation
- Handles all the roles and teams of OED
Qualifications:
- Lean/ Six Sigma/Lean Six Sigma Green Belt Certification or higher through a recognized, national organization
- Proven experience in project and process management
- Strategic thinking/planning skills
- Strong problem-solving, analytical and quantitative skills
- Strong business and financial acumen
- Strong organizational/time management skills and multitasking abilities
- Detail-oriented; flexible, creative
- Interpersonal and communications skills to work effectively with all levels of staff
- Minimum of 2 Lean Projects, 1 Six Sigma Project or 3 Kaizen Projects implemented
- Skills in relationship building, talent development, problem solving and decision making
- Able to lead projects of various sizes and see them through to completion
- Able to organize large amount of data to identify trends and patterns within processes
- Strong verbal and written English communication skills
- Minimum of 4 years related experience
- Strong skills in MS Excel and other MS Office tools, including SQL
- Highly competent in using Tableau, PowerBI and MiniTab
- Experience / knowledge in RPA (Robotic Process Automation), automation and digital operations preferred
