Manager - Process Excellence - BPO

Engagement Delivery

- Independently design & improve processes and value streams using recognized methodologies such as Lean Enterprise and /or Six Sigma

- Design, setup, and execute process workshops (e.g., 5-day kaizen event)

- Define and scope processes and value streams to be improved, and clearly establish process deliverables

- Facilitate the creation of standard, disciplined processes and the process management controls to sustain, adapt, and continuously improve

- Identify and implement business-facing and customer-facing metrics and design collection processes

- Provide process-related training, integrate within process workshops, and follow-up on application

- Design process-related materials, templates, standard procedures, and learning simulations

- Create and work within enterprise diagrams of all organizational processes and value streams

- Provide ongoing coaching and mentoring on process design & improvement activities, including process management

- Apply change management & project management techniques to drive organizational commitment

- Independently manage projects across multiple work streams facing off to senior stakeholders at CXO level within the business

- Integrate processes with technology, and support IT implementations

- Identify and develop tactical work assignments from strategic and operational business plans

- Integrate with the entire Business Implementation organization

- Act as a process champion to bring process-centric thinking and behaviour

Stakeholder Management

- Excellent stakeholder engagement across levels to ensure stakeholders are informed and able to make required decisions

- Manage stakeholder expectations & provide regular inputs / reports where appropriate

- Identify & manage decision makers / influencers appropriately

People Management

- Manage a team of project consultants through effective people skills to help team members succeed in their respective engagements

- Provide technical guidance related to Process Excellence / Consulting skills where relevant

- Drive the professional growth and development of each individual by working closely with team members to identify short-term and long-term goals; Coach and mentor the team members to achieve their career goals

- Manage conflict within the team (if any) through suitable intervention techniques that promote team camaraderie and collaboration

- Provide an environment of learning through varied initiatives to spread knowledge and awareness on industry trends, emerging technologies and business focus areas

Other responsibilities

- Ensure continued engagement / utilisation of the team through billable engagements

- Work closely with the Function Lead to monitor & track the P&L of the team

- Work collaboratively with other team members across Digital & Knowledge Services and the wider network

Qualifications

- Graduate in any discipline / MBA +

- Minimum 10+ years' experience in Process consulting with experience of involvement in medium / high impact projects

- PMP / PRINCE2 Agile certification

- LSSBB

- Experience on projects in financial services industry is desirable

- Certified on Process Improvement concepts such as Lean & Six Sigma desirable

Knowledge

- Knowledge of project management lifecycle methodology

- Knowledge of MS Project

- Excellent MS Excel, PowerPoint and Word skills

- Investment domain knowledge

Skills

- Ability to understand business issues, and understand the business impact of proposed solutions

- Ability to present problems and solutions clearly and concisely both in writing and verbally

- Capable of blue sky thinking - innovative, creative and thinking out of the box

- Ability to demonstrate excellent listening and comprehension skills to formulate appropriate options

- Effective Probing skills and interviewing skills

- Excellent Stakeholder Management skills

- Excellent interpersonal skills

- Negotiation skills