Job Description

Role Purpose

The Process & Operational Excellence Manager leads a team focusing on process documentation and maintenance, process improvement, operational excellence, and central reporting. This role is responsible for delivering transformative initiatives that redefine targeted parts of the operations, enhance customer service and experience, achieve sustainable operational and process efficiencies, optimise capital asset effectiveness, and drive productivity through the deployment of insights and solutions.

This is a full-time commitment in which this role will support the PMO, Technology and Process team to drive operational excellence.

Main activities and responsibilities

Ways of working

• Owns and manages the central process repository, ensuring processes are clear, current, and aligned with organisational objectives.
• Identifies and resolves gaps between ways of working applied in the practice, and documented processes.

Operational Excellence

• Leads and facilitates the identification of opportunities for process improvements across operations, working closely with functional teams; conducts thorough root cause analysis to identify areas for improvement and inefficiencies within processes; prioritises solutions based on impact to operations, in alignment with management guidelines and priorities.
• Collaborates with functions to translate process improvement opportunities into sustained improvements and standard ways of working, utilising ingenuity, and creativity to address diverse business challenges.
• Coordinates and communicates process changes to relevant stakeholders, ensuring proper understanding and adoption; drives the adoption of operational excellence practices throughout the organisation, fostering a culture of continuous improvement.

Reporting

• Oversees the central reporting team including infrastructure and data processing consultants, ensuring the timely and accurate delivery of reports in scope, and continuously improving the reporting process to meet the organisation's needs.
• Carries out audits of the central reporting process, including reviews of report distribution and access rights.

Team leader

• Supports role-based onboarding for new team members, providing training and guidance on general business, processes and operational excellence principles.
• Acts as a mentor and coach, guiding team members at all levels in the use of operational excellence thinking, tools, and methodologies.
• Manages a team of consultants in ad hoc support of the role’s objectives.
• Supports the planning, organisation, and execution of project assignments, ensuring project milestones are achieved within defined schedules.

Role Requirements

Previous experience

• 3 to 5 years of experience in an operational excellence or related role.
• Advanced project management skills.
• Experience in change management.
• Deloitte experience an advantage.

Education & qualifications

• Bachelor’s degree in business, STEM or related field, Master’s degree preferable.
• Lean Six Sigma certification preferrable.
• Languages: English – fluent, French – advanced, other languages an advantage.

Interactions

Internal interactions

• PMO, Technology and Process Lead
• DU EMEA Management team
• Function Leads
• DU EMEA staff

External interactions

• Technology data processing consultants
• Vendors