Lead the delivery of business improvement projects.
Provide training, mentoring and guidance in the use of Continuous Improvement tools.Job ResponsibilitiesMust have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes).Work with minimal supervision to conduct complex business analysis, procedure mapping, business requirements gathering, and process designs to address business opportunities/issues and develop formal recommendations.Interview and go through each of Visaya's business processes and find wastes.Provide process and business recommendations to Project Initiative Leads based on data analysis.Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation.Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).Establish effective project communication plans and ensure their execution.Submit project deliverables and ensure they adhere to quality and company standards.Prepare status reports by gathering, analyzing, and summarizing relevant information.Manage staff including determining staffing needs, setting goals, interviewing, selecting, coaching and evaluating the performance of all direct reports; ensures staff is trained and works with department and/or enterprise trainer to develop written training materials and procedures.Recommend and implement streamlined policies and procedures.Participate in developing and implementing enhancements and new tools and methods.Coordinate with various departments and team members to make sure that all parties are on track with project requirements, deadlines, and schedules.Demonstrate professional judgment to identify risks and threats to the project initiatives and milestones and communicate to key stakeholders where necessary.Manage or complete special projects assigned by upper management.Perform miscellaneous duties as assigned.Responsible for project management.Responsible for regulatory control reports/auditing.Responsible for new hire training facilitation.Handle all the roles and teams of OED.QualificationsLean/ Six Sigma/Lean Six Sigma Green Belt Certification or higher through a recognized, national organization.Proven experience in project and process management.Strategic thinking/planning skills.Strong problem-solving, analytical and quantitative skills.Strong business and financial acumen.Strong organizational/time management skills and multitasking abilities.Detail-oriented; flexible, creative.Interpersonal and communications skills to work effectively with all levels of staff.Minimum of 2 Lean Projects, 1 Six Sigma Project or 3 Kaizen Projects implemented.Skills in relationship building, talent development, problem solving and decision making.Able to lead projects of various sizes and see them through to completion.Able to organize large amounts of data to identify trends and patterns within processes.Strong verbal and written English communication skills.Minimum of 4 years related experience.Strong skills in MS Excel and other MS Office tools, including SQL.Highly competent in using Tableau, PowerBI and MiniTab.Experience / knowledge in RPA (Robotic Process Automation), automation and digital operations preferred.
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