Service Excellence Leader
hace 2 semanas
About this role:
Carrier is seeking a seasoned professional to drive quality excellence and continuous improvement across its service operations. As a Service Excellence Leader, you will be responsible for leading Carrier Excellence/Continuous Improvement projects, focusing on moderate to significant improvements of processes, systems, and products to enhance quality performance.
Key Responsibilities:
- GROW CAPABILITY: Develop and deliver training content to enable capability development for leaders and practitioners. Establish Continuous Improvement/Lean goals for globally and assist in leading the effort to achieve them.
- DELIVER & SUSTAIN RESULTS: Apply the Continuous Improvement/Lean methodology, develop a global plan, and lead its execution. Project manage identified improvement activities and track delivery.
- DELIVER & GROW Cx LEADERSHIP & CULTURE: Design, develop, and coach Cx leadership behaviors. Support and develop a sustainable continuous improvement culture. Coach leaders in Cx ways of working, develop in-house capability, and network of CI internally.
- TOOLS EXPERT: Lead Kaizens, VSM, rollout visual management, huddles, Cx room, RRCA, and others. Deliver micro-learning sessions for teams globally.
Additional responsibilities include:
- RPA and Intelligent Automation understanding, focusing on discovering opportunities and liaising with Digital.
- Ensure adherence to all Company Policies and Procedures, including Environmental Health and Safety procedures.
- Complete quarterly ethics module as advised by Ethics & Compliance Officer.
Requirements:
- Black Belt with Improvement coaching expertise in Service Industry, with at least 10 to 12 years of relevant experience.
- Project Management and Continuous Improvement Expert.
- Strong influence and communication skills, with ability to generate outstanding visual reports and project management of improvements tracking and delivery.
- Effective Communication skills (presentation, effective conversations, written).
- Experience in leading effective teams.
- Good interpersonal skills.
- Strong Facilitation & coaching skills (teamwork and team building).
Additional Preferred Skills:
- Bachelor's degree in MIS, business intelligence or analytics, computer science, accounting/finance, or related discipline with at least 5-7 years of 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.
Benefits:
- Competitive benefits programs for all employees.
- Professional development opportunities.
- Employee Assistance Programme.
Our Commitment to You:
We strive to provide a great place to work that attracts, develops, and retains the best talent. We promote employee engagement, foster teamwork, and drive innovation for the benefit of our customers.
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