Service Excellence Leader

hace 7 días


Santa Catarina, Nuevo León, México Carrier A tiempo completo

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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