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Service Excellence Manager
hace 2 meses
We are seeking a highly skilled Service Excellence Manager to join our team at Carrier. As a key member of our organization, you will be responsible for driving continuous improvement initiatives and ensuring the highest level of quality performance.
Key Responsibilities- Develop and Implement Continuous Improvement Initiatives: Design and execute projects to improve processes, systems, and products, resulting in enhanced quality performance.
- Lead and Coach Teams: Provide guidance and support to teams to develop their capability and enable them to deliver high-quality results.
- Drive Results-Oriented Culture: Foster a culture that is focused on root cause analysis, data-driven decision making, and employee engagement to deliver exceptional customer experiences.
- Manage and Track Improvement Projects: Oversee the project management of identified improvement activities, tracking progress, and ensuring timely delivery.
- Develop and Coach Cx Leadership Behaviors: Design, develop, and coach Carrier Excellence leadership behaviors to support the development of a sustainable continuous improvement culture.
- Lead Kaizens and Visual Management: Lead Kaizens, VSM, and rollout visual management, huddles, Cx room, RRCA, and other tools to drive improvement.
- Develop and Deliver Training Content: Create and deliver training content to enable capability development for leaders and practitioners.
- Collaborate with Global Leaders: Work closely with global leaders to influence change and challenge, and to drive forward the Continuous Improvement agenda.
- Black Belt with Improvement coaching expertise in Service Industry with at least 6 years of relevant experience in Service Industry.
- Project Management, Continuous Improvement Expert.
- Ability to deliver work through influence; candidates will have to be able to evidence strong examples of changing hearts and minds and are therefore most likely to be both people and project led change agents.
- Ability to generate outstanding visual reports, project management of improvements tracking and delivery, demonstrated capability to apply Lean / Lean Sigma Philosophy and Tools.
- Effective Communication skills (presentation, effective conversations, written).
- Good interpersonal skills.
- Strong Facilitation & coaching skills (teamwork and team building).
- Accreditation as a Kaizen Facilitator would be a significant plus.
- Change management experience.
- Bachelor's degree in MIS, business intelligence or analytics, computer science, accounting / finance, related discipline with at least 5-7 yrs experience in Continuous Improvement.
- Experience in defining metrics, sourcing / managing data, designing data visualizations.
- Able to influence change and challenge with global / center leaders and project management.
- Strong initiative, drive, motivation, curiosity.
- Able to navigate ambiguity, trust but verify.
- Growth mindset and passion for continuous learning.
We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers.
We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better.
