The Business Process Improvement Sr. Manager is responsible for establishing a culture of continuous improvement across the Global Shared Services network including the development and rollout of programs and methodologies (i.e. Six Sigma, Lean) to key associates in the organization to drive material financial benefit. The role is accountable for establishing and monitoring BPI Practices across the local GBS Center as well as create and implement action plans for any areas of improvement identified. This individual will own and support GBS Initiatives directed to blurring the lines between countries and functions supported, generating financial benefits through centralization, standardization and automation of streamlined processes across GBS Centers. Partner with leaders across the organization to work as a liaison between them and GBS functions to ensure performance objectives are met.
Job Functions:
Establish a continuous improvement culture inclusive of conducting trainings (Lean, Six Sigma)
Ensure consistency and drive standardization and best practices between centers by collaborating with Operations Leaders, GBS Leadership, GBS Site Directors, SMEs and Quality Team
Develop recommendations and implementing enhancements to the GBS including methodology, training, tools and redesign to improve processes
Perform root cause analysis to create scalable, lasting solutions to operational problems
Contribute to the development of a repeatable model for operational issue resolution
Generate BPI projects/initiatives to improve GBS performance
Lead Enterprise scale BPI initiatives within GBS, from concept refinement, introduction and buy-in, achieving GBS executive sponsorship, project scoping, phasing and implementation, milestone development, success measurement and control plans
Develop business process management playbooks and documentation to ensure understanding of processes by stakeholder and end users
Develop relationships with internal stakeholders and resources to collaborate and influence desired outcomes that benefit the GBS organization
Support transition of new processes to GBS to understand process health at the moment of transition, and support with any activity related to implementation and improvement
Job Responsibilities:
Monitor, analyze and make recommendations for operational activities that will improve performance indicators that will reflect on GBS and company performance
Collaborates with departments to develop performance targets and evaluate their outcomes
Ensures that department priorities are aligned with GBS Senior Leadership, Functional Departments and Strategic Initiatives
Identify process inefficiencies and recommend appropriate solutions
Guide teams in creating, designing, and formatting improvements needed to describe system changes
Compile monthly/required statistical and narrative reports
Lead the implementation of operational strategies and objectives across multiple departments/centers
Lead cross-functional team to design and implement new processes
Collaborate with business leaders to develop comprehensive and functional strategic plans aimed at attaining optimum performance while maintaining an aggressive approach to cost maintenance/reduction
Facilitates sessions with users, SME’s, and/or business owners to extract key business requirements
Develop (if needed), assess and utilize analysis opportunities based on all available data to support the strategy development of opportunities for process, performance and efficiency improvements
Evaluate process documentation, applications used, application dependencies, other process interdependencies to develop “current state and optimal process design
Perform other duties as assigned
Job Requirements:
- Advance level of English
- 5+ Years of experience in Continuous Improvement Methodologies (SS, Lean, Kaizen)
- Experience in Quality methodologies highly desirable
- 5+ Years on a leadership role, ideally within QP&A or BPI
- Quality and BPI experience with a concentration on BPO/contact center/Shared Services environments
- Bachelor’s degree in Business Administration, Industrial Engineering or any related field
- Master’s degree Preferable
- Six Sigma/Lean or PMO Certification
- Strong analytical skills
- Transformational change experience
- Strong presentation skills (Clients and Executives)
- Strong written and verbal communication skills
- Problem solving where development of new solutions, methods and systems will result in a major impact on department's overall success
- Implement own recommendations and see projects through to completion
- Analyze current methods and procedures, recommend and implement improvements
- Ability to communicate effectively remotely and in group meetings and discussions
- Travel: 40%
We are a global leader in taste, scent, and nutrition, offering our customers a broader range of natural solutions and accelerating our growth strategy. At IFF, we believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex, or veteran status. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability.
Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more
