Overview : The BPI Service Lead will report to the Business Excellence Director with a dotted line to the VP of Client Service Operations to ensure cohesion across functions while supporting Service.
Its main area of focus will be within the Service Organization.
This role has high visibility with Executive management and requires mature leadership as well as strong change management skills.
The role will include responsibility for the creation and delivery of best in class process improvement methodology and associated process training throughout the organization.
This includes, but is not limited to, the reengineering, standardization, automation, and implementation and deployment of any process to increase client and associate engagement, as well as driving efficiencies and high productivity.
The priorities of this role will be defined by the Business Unit leadership team and will be in line with the strategy of the organization.
Essential Duties & Responsibilities :
Execute the BPI strategy and drive the roadmap of the key initiatives focusing on client & associate engagement, standardization, simplification and automation utilizing proven process improvement techniques such as Lean Six Sigma
Apply frameworks and best practices to evaluate the transformation project’s readiness to launch, develop action plans, leads program mobilization efforts, and provide advisory and program management services throughout the life of the program
Conduct Kaizen continuous improvement workshops and ensure the associated agreed action points are implemented in a timely manner.
Evaluate and analyze data to support business strategy / operations improvements
Re-engineer processes to improve delivery, reduce complexity, reduce waste and define transition plans to sustain the change
Actively identify and take ownership of process improvement and automation opportunities utilizing proven process improvement techniques such as Lean Six Sigma
Execute the ESI BPI strategy and key initiatives focusing on standardization, automation, efficiency, and client satisfaction
Ensure leaders are committed to the identification of and execution on process improvement opportunities and coordinate the assigned project team contributors
Proactively monitor business performance / operating results against plans and objectives, taking adequate steps to correct shortfalls in performance through BPI initiatives
Communicate strategic importance of projects and support in the creation of business cases to ensure success of initiatives and investments
Leverage relationships and collaborate on a regular basis with other functional areas
Engage with the organization to create and maintain a continuous improvement culture
Skills and Knowledge :
Experience in process improvement like Lean Six Sigma and cross-functional project management
Experience in B2B Client Service organizations and customer centric change management methodologies like NPS
Ability to challenge established processes and generate innovative ideas to improve the client experience
Demonstrated ability to develop and apply information-driven approaches including advanced use of Excel to solve critical business questions in a practical manner with tangible results, while demonstrating flexibility to take consultative approach in ambiguous business environment
Proven track record of working effectively in teams in a collaborative, fast-paced, matrix-based and global environment.
High energy, Self-starter individual, willing to take initiative and ownership, with a bias towards action and proven ability to learn
Strong executive communications (both verbal and written) & PowerPoint skills, including the ability to clearly communicate ideas and results
Education and Experience :
Project management certification such as PMP / PMI certification preferred
Lean Six Sigma or equivalent improvement framework certification preferred
3+ years of experience working as a Functional, Data or Business Analyst, BPI Manager
Experience leading transformation / improvement programs; define and establish program structure and governance frameworks, KPI measurement, and stakeholder management.
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