Senior Manager - Process Excellence

The Senior Manager, Operational Excellence is responsible for collaborating multiple Client Service Delivery, & Global Shared Services departments to create a culture which supports systematic process management and continuous improvement aligned with strategy & objectives. 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 Leadership

- Strategic Thinking

- Coordinating & Directing projects

- Data Analytics, Six Sigma/Process Excellence, Lean, and Business Intelligence

- Proficiency in Communication

- Quality, Risk, and Document Management

- Continuous process improvement

- Customer Satisfaction Measurement techniques

- Building and measuring the key performance indicators

- Change Management

- Influencing & Negotiating

People :

- 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

Client :

- 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 business

- Provide frequent updates to the Senior leadership on the project status and the overall benefit to the business.

Value :

- 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 processes

- Serving 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 ownership

- Help the organization to monitor and achieve accuracy in services delivered

Education and Experience :

- 10 + years of experience in operational excellence.

- Post graduate in Business Management

- Six Sigma Black Belt preferred

- Project Management (PMP) will be a plus

- Experience in U.S Taxation domain preferred

Note : Candidate should be open to work in shift (2 pm to 11pm).