Service Excellence Manager

hace 4 semanas


Santa Catarina, Nuevo León, México Carrier A tiempo completo

About the Role

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 overseeing Carrier Excellence/Continuous Improvement projects and driving moderate to significant improvements in processes, systems, and products to enhance quality performance.

Key Responsibilities:

• GROW CAPABILITY: As a trainer, you will enable Capability development for Leaders and Practitioners and develop training content and deliver the trainings. You will help set Continuous Improvement / Lean goals for Globally/ hubs and assist in leading the effort to achieve them.

• DELIVER & SUSTAIN RESULTS: You will apply the Continuous Improvement / Lean methodology, develop a global plan, and lead its execution – ultimately linked to the business strategy and results and closely aligned with the CBS priorities. You will project manage identified Improvement activities and track and enable delivery.

• DELIVER & GROW Cx LEADERSHIP & CULTURE: You will design, develop, and coach Cx Leadership Behaviors and in doing so support and develop a sustainable continuous improvement culture. You will coach leaders in Cx ways of working, develop in-house capability, and network of CI internally. You will define the benefits tracking framework and mechanics and rollout for productivity improvements tracking.

• TOOLS EXPERT: You will be able to lead Kaizens, VSM, rollout visual management, huddles, Cx room, RRCA, and others and deliver micro-learning sessions for teams globally. The goal would be to develop some real strong examples of success (showcases) which can be shared with the rest of the organization and create a stepping-stone to expand the CI activities to the next level.

• RPA and Intelligent Automation understanding, focusing on discovering opportunities and liaising with Digital.

Requirements:

• Black Belt with Improvement coaching expertise in Service Industry with at least 10 to 12 years of relevant experience in Service Industry

• Project Management, Continuous Improvement Expert

• Ability to deliver work through influence is important; as selection criteria the 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)

Experience in leading effective teams.

• Good interpersonal skills.

• Strong Facilitation & coaching skills (teamwork and team building)

• Accreditation as a Kaizen Facilitator would be a significant plus

• Change management experience

Benefits:

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.

• Drive forward your career through professional development opportunities.

• Achieve your personal goals with our Employee Assistance Programme

Our commitment to you:

Our greatest assets are the expertise, creativity, and passion of our employees. 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 strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. 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.



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