Manager - Continuous Improvement

Job Title- Manager - Continuous Improvement

Job Overview
This role would lead strategic and tactical initiatives related to continuous improvement and service excellence for the Global Shared services (GSS) team spread across geographies/locations. This role would own the setup of service excellence metrics, driving CI culture using innovative techniques, deployment of Lean methodologies and build process improvement capabilities within the GSS team by conducting training and facilitation sessions.

This role would enable leadership to implement site-wide CI initiatives, setting up and rolling out new frameworks, approaches and providing inputs on thought leadership.

Job Responsibilities

• Initiate and lead prioritization of process improvement opportunities and ensuring clear ownership and delivery of improvements
• Collaborate with global stakeholders for implementing initiatives that drive value
• Deep dive into current business practices and processes to identify improvement opportunities
• Lead/drive improvement initiatives such as facilitating/conducting Value Stream Mapping (VSM) sessions, present and future state process design, improvement of key metrices
• Build, structure and maintain end-to-end process models in SAP Signavio Process Manager (BPMN 2.0), including current-state and future-state models, process hierarchy and levelling, naming and modelling conventions, and linkage of models to KPIs, controls and process owners
• Train employees on CI fundamentals & methods to identify and implement process improvement initiatives
• Coach process owners and teams on reading Signavio process models so they are self-dependant on process mapping and insight is interpreted and acted on without dependence on the CI team
• Work collaboratively with global teams to develop and implement ideas that drive business value
• Lead Lean initiatives to eliminate waste, standardize processes/practices, develop action plans to achieve service excellence and customer satisfaction
• Help teams in setting up and standardize operational, service owner and business outcome metrics
• Ensure improved and standardized processes are reflected as governed, published Signavio models that serve as the single source of truth for the process
• Track, validate & report cost savings post implementation of improvement initiatives, implement site-wide CI initiatives, setting up and rolling out new frameworks
• Use Signavio process-mining views to evidence baseline versus post-implementation performance and confirm improvements are sustained

Desired Profile

Education

• Minimum Degree Requirements: Bachelors
• Preferred Degree Requirements: Masters
• Preferred Major Area of Study: Shared Service Operations / Quantitative Background
• Required Professional Certifications: Lean Six Sigma Black Belt from a reputed institute like ASQ, ISI etc.
• Preferred Professional Certifications: Lean Practitioner certification, SAP Signavio certification (Process Manager / Process Intelligence)

Experience

• Minimum years of related experience required: 8
• Preferred years of related experience: 10

Specific Job Experience or Skills Needed

Technical Skills

• Proficiency in MS Excel, Word, PowerPoint, Visio and Minitab
• Experience in SharePoint
• Lean & Continuous improvement methodology & tools
• Project management principles
• SAP Signavio Process Manager (Good to have): demonstrated hands-on process modelling in BPMN 2.0 building and governing multi-level end-to-end process models, applying modelling standards and conventions, managing dictionary/glossary objects, versioning, review and publishing workflows, and collaboration with process owners on model sign-off

Soft Skills

• Good Verbal & Written Communication
• Analytical thinking
• Interpersonal skills – ability to communicate effectively across all levels & in a multi-culture environment
• Ability to influence
• Problem-solving mindset
• Fast decision making
• Ability to prioritize & manage time

Additional Requirements

• Certified on and hands-on with continuous improvement tools, including deploying Lean methodology, conducting VSMs for medium to large projects/initiatives, change management, knowledgeable of best-in-class industry benchmarks for service performance management
• Demonstrated experience in Project Management (Medium and Large projects)
• Able to connect process-mining evidence to Lean problem solving — using data to confirm or challenge what a VSM or Gemba walk suggests

Additional Information

• Individual Contributor role