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Business Area: Continuous Improvement


Job Purpose/Mission/Summary:

As CI/PM Manager role is to identify, lead and execute the company’s (CSSC) strategy via Lean and Six Sigma methods within their assigned business or area to deliver bottom line quantified results. This includes performing business assessment, planning facilitation, execution of Kaizen events and sustainment through standard work and procedures. The CI manager will drive the cultural transformation through the business building effective matrix teams and driving involvement and talent development. Reporting directly to the Area senior manager.

As a project manager he/she is responsible for the successful initiation, planning, design, execution, monitoring, controlling and closure of a project carried by himself/herself or his/her staff. The project manager must have a combination of skills including the ability to ask penetrating questions, detect unstated assumptions and resolve conflicts as well as more general management skills.

Key Roles & Responsibilities / Key Job Functions:

  • Regularly interacting and providing insight and influence from SSC managers to individual contributors and contractors in encouraging CI initiatives and work practices.
  • Access and generate measurement and assessment tools enabling operational leaders to evaluate potential areas for formal CI actions and subsequently determine their operational and financial value.
  • Drives CI projects based on evaluating operational and financial data and qualitative analysis based on observation and discussion, supported by data reports and cost/benefit analysis.
  • Project management on approved CI programs by coordinating necessary human and operational resources and setting, implementing budgetary and timing controls to achieve goals.
  • Coach, counsel and train operational managers and staff to apply support and sustain develop CI culture.
  • Facilitate and lead CI events as a subject matter expert.
  • Leverage best practices gained through CI activities to other activities and areas.
  • Drive the improvement of processes and systems in the company and implement programs that will have continuing long-term benefits
  • Monitor existing processes to make sure they continue to perform at optimal levels of efficiency.
  • Execute projects by utilizing a cross functional team to meet/exceed goals and effective involvement of stakeholders.
  • Define team staffing requirements within a matrix environment
  • Identify and plan to avoid potential barriers.
  • Measures project performance using appropriate systems, tools and techniques
  • Train teams on PDCA and A3 through PPS workshops
  • Coordinate the implementation of employee suggestions via the idea generation collected.
  • General support to executive and deployment teams by helping define / refine the Lean practices and monitor projects.

Competencies, Skills & Knowledge & Abilities:

  • Critical thinking and problem solving
  • Excellent decision making and leadership capabilities
  • Customer focused mindset
  • Excellent communication skills
  • Can incorporate time management principles into the work flow
  • Fundamental Project Management Skills, Tools and Techniques
  • Knowledge in Life cycle Management
  • LEAN and Six Sigma Methodologies expert
  • Good negotiation skills
  • Contact center operations and shared service operations savvy.

Education, Experience & Certifications Basic Requirements:

  • BS Degree in a related field with 4 years of related job experience
  • Five or more years experience in operations, process improvement or related function
  • Certified Lean Leader and extensive experience in leading Kaizen Events
  • Six Sigma Black Belt – Preferred
  • Project Management Professional Certified – Preferred.

You may send your application to