Description of role:

• Dedicated program manager responsible for driving process improvements within multiple concurrent projects using Lean Six Sigma methodology.
• Owner of program from dashboard governance to project management by oneself or facilitating support from other resources within the organization.
• Responsible for training of Lean Six Sigma methodology and determining projects that need to be combined together to yield large positive result to the program.

Key Responsibilities:

• Partner with Client, CRM and other regional and local teams to determine account strategy and fully understand VOC.
• Establish portfolio management practices (includes multiple programs and projects) according to annual benefit targets.
• Utilize Lean Six Sigma and Workout/Own it.
• Facilitation tools to drive collaboration at cross-functional level and deliver strategic projects with substantial end-to-end process benefits.
• Deliver training plan, organize training projects and crossfunctional teams in accordance with account portfolio.
• Mentor Yellow and Green Belts to success in accordance with annual targets.

Required skills + qualities (technical):

• Lean Six Sigma Green Belt, with at least 3 GB projects completed and at least 1 year leading multiple strategic initiatives. Facilitation with Own.it/Workout methodology
• Drive outcome based decisions based on business case analysis
• Build and Manage Reporting Dashboard focused on key customer contact drivers & process driven by VOC
• Advanced Understanding of Call Centre at Management (strategy, objectives, corporate decisions)
• Advanced MS Excel, PowerPoint, Word; Proficient Minitab or other statistical software

Previous Education:

• Bachelor’s degree, preferably in Business, Engineering, Computer Science or equivalent combination of education or experience

Value adds to the organization:

• Business owners of deploying Lean Six Sigma methodology and process improvement capability in all cross-functional areas of account.
• Lead critical opportunities that might be ambiguous in nature or too complex for operations to take on.
• Develop root cause identification and execution with a problem solving framework in all TI leaders within the account.
• Develop a plan for project execution with or without training.
• Successfully deploy process excellence culture at all levels in the account.
• Engage sponsors and mentors around the organization to support projects.
• Engage frontline for feedback in improving processes and tools.

Required skills + qualities (non-technical):

• Vast experience in stakeholder management at global account level.
• Advanced and pro active project leadership skills to facilitate team decisions.
• Advanced change management skills, ability to fully deploy change and lead others through change.
• Self starter, business owner for each account