Role Purpose:
This role is in charge of leading various initiatives to address performance improvement, drive innovation and
transformation of the business; heavily supporting business owners and leaders through coaching, collaboration
and partnerships. Able to communicate at all levels of the organization to drive changes effectively and
efficiently.
The Delivery Excellence Lead role includes (but is not limited to):
1. Driving improvement opportunities (not limited to automation) within the scope of support (~70%).
2. Coach, train, and guide leaders (Supervisors and Managers) applying key Quality Management principles
and Transformation methodologies (~20%).
3. Driving teamwork and collaboration, working with cross functional teams (including regional teams) to
make changes inclusive and beneficial to all parties involved. (~10%).
Key Responsibilities:
1. Facilitate improvement discussions and initiatives, supporting business/process owners in improving performance and quality of work through collaboration and analysis.
2. Build and deliver operational/delivery excellence training and coach on Total Quality Management principles.
3. Assist organization in the creation, monitoring, measurement, and analysis of standardized processes.
4. Support the development and implementation of a formal management review of KPI results and/or balanced scorecards, and train and coach all functional areas on measurement principles.
5. Work closely with the Metrics and Insights team to derive key business insights and drive performance improvement initiatives.
6. Implement strategic quality direction into operational guidelines and practices and support ongoing expansion of the quality culture across the organization.
7. Communicate to key management stakeholders on significant quality issues and business opportunities.
Experience:
· Experience working with cross functional teams across Operations and Support teams.
· Excellent communication (spoken and written) and presentation skills.
· Effective time management is a critical requirement.
· Demonstrated experience in using management information/data insights to deep dive on problems and drive
improved process and/or performance.
· Able to maintain positive and productive relationships with teams, peers, and manager(s), ensuring a high
degree of responsiveness to requests.
Qualifications:
· A graduate of BS Industrial Engineering or Engineering Management is desirable but not required.
· At least Lean Six Sigma Greenbelt CERTIFIED
· With relevant experience in RPA, AI or Transformation
