Job Description

Main Purpose of the Role:

The Manager of Process Excellence plays a crucial role in enhancing the efficiency and effectiveness of the Customer Service department. Spearhead projects aimed at streamlining operations, reducing waste, and optimizing workflows.

The Manager of Process Excellence work with various teams to identify areas for improvement, design solutions, and oversee the implementation of these strategies. They create detailed process maps to identify bottlenecks and establish key performance indicators (KPIs) to track the effectiveness of process improvements. They provide training on process excellence concepts and mentor teams to foster a culture of continuous improvement. They facilitate the adoption of new technologies and automation tools to support process improvement initiatives.

Overall, their efforts are geared towards achieving higher productivity, improving quality, and enhancing customer satisfaction.

Main Tasks:

• Identifies systematic and process gaps through process mapping and
• Develops and maintains a comprehensive process mapping system that documents current processes, identifies bottlenecks, and highlights opportunities for improvement
• Collaborate with leaders within the Customer Service team to prioritize process improvements and ensure alignment with department goals
• Collaborate with VP of Customer Service to prioritize process improvement projects based on potential impact, resource availability, and strategic importance
• Use continuous process improvement methodologies to drive process optimization projects from inception through to successful completion
• Facilitate the adoption of new technologies and automation tools that support process improvement and operational excellence activities
• Properly communicate both orally and in writing and proofread material for the VP to ensure communication is appropriate.
• Design, implement and monitor key performance indicators to track the effectiveness of process improvements and ensure alignment with organizational goals
• Conduct post- implementation reviews for completed projects to assess outcomes, quantify benefits realized, and identify lessons learned for future process
• Collaborate with the VP of Process Excellence to create organizational standards for process improvement approaches
• Oversee the execution of department level process excellence training and coaching to build department capability and embed a culture of continuous improvement
• Practicing cross-organizational issues, working with different interfaces in the Company.

Requirements

• Proactive, energetic & independent
• Result oriented and quick response
• Proficient in MS-Office tools; Excel, Word and PowerPoint are must.
• Academic education: Bachelor’s Degree and at least 3 years of equivalent administrative experience working with higher management in another global or large company.
• Excellent interpersonal & communication skills, ability to work as a team and build good working relationships with senior counter parts.
• High level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy.
• Detail oriented person with strong organizational skills who works well in a busy environment with the ability to multitask wherever needed. Ability to remain calm and work productively alone or with others.
• Excellent problem solving skills, grammar and composition skills.