Meritto - Manager - Operational Excellence

Job Summary: The Operations Excellence Manager in the Operations Department will play a critical role in analyzing and interpreting operational data, including ticketing system workflows, customer onboarding and renewal implementation processes. The role demands deep analytical and comprehending skills, identifying trends and gaps, and proposing improvement solutions. This role extends to managing people-related metrics, such as Key Performance Indicators (KPIs), incentive schemes and performance metrics, to ensure alignment with organizational goals.

Key Role & Responsibilities:

- Process Improvement: Determine critical domains for streamlining, standardizing, and automating processes. Create and execute plans to enhance process efficiency, quality, and customer satisfaction through improvement initiatives.

- Change Management: Formulate change management tactics to enable seamless transitions and promote the adoption of updated processes. Deliver training and assistance to teams to guarantee effective implementation and compliance with the new procedures.

- Data Analysis: Analyze operational data to identify trends, patterns, and areas for improvement. Utilize tools such as statistical analysis, data visualization, and performance metrics to drive data-driven decision-making.

- Solution Design and Evaluation: Develop and evaluate potential solutions to meet business requirements. Create detailed solution specifications, including functional and non-functional requirements.

- Cross-Functional Collaboration: Work with subject matter experts to collect insights and feedback for process enhancements. Coordinate within departments to seamlessly integrate improved processes.

- Continuous Improvement Culture: Encourage a culture of continual improvement by championing best practices and innovative solutions. Stay updated on industry trends and emerging technologies to propose relevant enhancements.

Desired Candidate Profile:

- 5+ years of relevant work experience in operations excellence/analytics roles.

- Skilled in process mapping tools and methodologies, with strong analytical and problem-solving abilities and keen attention to detail.

- Excellent communicator, adept at simplifying complex concepts.

- Proficient in change management, facilitating smooth transitions and gaining stakeholder support.

- Experienced in data analysis for evidence-based decision-making, project management, and cross-functional collaboration.

- Organized and capable of managing multiple projects simultaneously, knowledgeable about relevant software tools in business process management.