Sr Mgr, Service Excellence

hace 7 meses

Santa Catarina, México Carrier A tiempo completo

About the role

Experienced quality professional, overseeing Carrier Excellence/Continuous Improvement projects. Responsible for moderate to significant improvements of processes, systems and/or products to enhance quality performance.

Key Responsibilities:

GROW CAPABILITY: As a trainer to enable Capability development for Leaders and Practitioners and develop training content and deliver the trainings. Help set Continuous Improvement / Lean goals for Globally/ hubs 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 – ultimately linked to the business strategy and results and closely aligned with the CBS priorities. Project management of identified Improvement activities and tracking and enabling delivery.

DELIVER & GROW Cx LEADERSHIP & CULTURE: Design, Develop and Coach Cx Leadership Behaviors and in doing so support and develop a sustainable continuous improvement culture. Coaching leaders in Cx ways of working, developing in house capability and network of CI internally. Define the benefits tracking framework and mechanics and rollout for productivity improvements tracking.

TOOLS EXPERT: 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.

Ethics and compliance:

· Ensure adherence to all Company Policies and Procedures

· Be fully conversant and compliant with al. l Environmental Health and Safety procedures

· Complete quarterly ethics module as advised by Ethics & Compliance Officer

· Fully comply with all Quality, Environmental Health and Safety directives including but not limited to PPE, Accident Reporting, Cardinal Rules, Risk Assessment Method Statement and Achieving Competitive Excellence

Success measures:

· Deliver a culture founded in CI principles, focused on Root Cause analysis, data driven decision making…engaging every employee in delivering the desired customer experience

· Fully aligned with the Carrier Way of working

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

Additional Preferred skills:

· 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

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. This is .

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