Senior Manager, Operational Excellence
This role also requires partnering with business stakeholders to develop client service strategies, improve customer service, drive process, quality, and efficiency improvements to attain operational excellence.
Below are the key competencies required to be successful in this role.
Strong LeadershipStrategic ThinkingCoordinating & Directing projectsData Analytics, Six Sigma / Process Excellence, Lean, and Business IntelligenceProficiency in CommunicationQuality, Risk, and Document ManagementContinuous process improvementCustomer Satisfaction Measurement techniquesBuilding and measuring the key performance indicatorsChange ManagementInfluencing & Negotiating
Lead, coach, train and mentor teams in the use of Six Sigma, Lean tools and processes.Train and mentor functional owners by providing guidance and direction as needed, to ensure they are successful with implementing ideas to improve the operations
Partner with multiple Client Service Delivery & Global Shared Services teams to assist in the improvement of the quality and the process procedure documents.
Support the implementation of best practices across to ensure process improvements are institutionalized throughout the businessProvide frequent updates to the Senior leadership on the project status and the overall benefit to the business.
Plan, design, develop and implement strategy for operational management and personnel development.Identify projects and implement improvement initiatives using techniques such as Six Sigma, and Lean, that results in faster and better services.
Structured problem-solving skills, uses a systematic, and fact-based process that gets to the root cause to solve problems, analyze and improve processesServing as an agent of change, assisting in solving high level complex problems resulting in breakthrough levels of performance improvement.
Train and coach process owners in the use of statistical tools; approaches and techniques to create process management and measurement systems.
Ensure effective control and adoption of improvements by local process owners. Lead efforts to implement process mapping, documentation, metrics, monitoring systems and process ownershipHelp the organization to monitor and achieve accuracy in services delivered
Education and Experience :
10 + years of experience in operational excellence.Post graduate in Business ManagementSix Sigma Black Belt preferredProject Management (PMP) will be a plusExperience in U.S Taxation domain preferred
Computer Skills :
To perform this job successfully, an individual must have knowledge of Project Management Tools, Microsoft® Word, Access, Excel, PowerPoint, Outlook, and Internet navigation and research.
Supervisory Responsibilities :
Directly supervises employees in their practice and carries out supervisory responsibilities in accordance with the Firm’s policies and applicable laws.