GBS Process Excellence Manager

GBS Process Excellence Manager

In the role of NA GBS Continuous Improvement Manager, you will be an integral part of our GBS Management Office team and enhance service delivery across our GBS in North America. A significant percentage of your time will be optimizing processes, ensuring exceptional service standards to drive efficiency and effectiveness. The ideal candidate will have strong project execution skills, a keen eye for process improvement, team leadership, and the ability to work effectively in a fast-paced, multinational environment.

• Lead initiatives to streamline and enhance GBS processes, ensuring efficiency and effectiveness. Develop project charters, conduct LEAN events to process maps and identify improvement opportunities, and implement a monitoring plan for end-to-end process improvements.
• Deploy Service Delivery Model (operating model) using Lean methods such as Leader Standard work, daily huddles, daily capacity management, and other lean tools.
• Train frontline employees in Lean methods including Root Cause Analysis and streamline and stabilize processes and enable automation.
• Develop and implement transition plans or scope of expansions for new business units and functions joining the GBS framework. Act as the primary point of contact for internal and external stakeholders during the transition process. Evaluate the effectiveness of transition and expansion efforts and implement lessons learned for future initiatives.
• Demonstrated analytical skills to interpret data, identify trends, and generate actionable insights that contribute to informed decision making.
• Strong capacity for critical thinking, pushing the boundaries, and challenging the status quo to drive continuous improvement.
• Proven ability to collaborate effectively with cross functional teams and communicate to stakeholders with technical and non-technical backgrounds.
• Adept at driving process changes by effectively communicating insights, recommendations, and the rationale behind process improvements to stakeholders, and facilitating the adoption of new practices within the organization.
• Foster a culture of continuous improvement by working closely with GBS teams and wider organizations to understand their needs and challenges and providing them with recommendations to enable data-driven decision-making.
• Enable teams to drive process standardization/simplification, establish internal controls for risk mitigation, and accelerate value generation through data-driven insights.
• Implement and monitor process improvements, measuring the impact on key performance indicators (KPIs).
• Translate business needs and opportunities into clear, actionable insights across dashboards, scorecards, and ad-hoc analyses.
• Support the design and iteration of custom dashboards which can be easily understood and used for strategic decision making.
• Bring structure to business requests, translate requirements into an analytical project approach, and leads projects through completion.
• Prepare and deliver visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.

• Experience in Global Business Services (GBS):
  Understanding typical GBS processes, including RTR, PTC, STP, IT, among others.
• Knowledge of best practices specific to improving efficiency and service quality in an GBS.

• Experience with continuous improvement methodologies such as Lean Six Sigma, Kaizen, PDCA, among others.
• Ability to identify and prioritize opportunities for improvement in operational processes and implement effective changes.

• Strong skill in data analysis to identify trends, patterns, and relevant insights.
• Ability to provide regular reports and updates on progress, achievements, and challenges to senior management.
• Experience using data analysis tools like advanced Excel, Alteryx, Power BI, or equivalent tools.

• Proven ability to lead continuous improvement projects, from diagnosis through implementation and monitoring.
• Experience in project management using agile or traditional methodologies.

• Ability to lead cross-functional teams and motivate them towards common goals.
• Skill in influencing stakeholders at all levels of the organization to implement changes.

• Excellent verbal and written communication skills, capable of presenting complex analyses clearly and concisely.
• Ability to adapt communication style for different audiences, from technical staff to executives.

• Ability to develop and implement long-term strategies aligned with organizational goals.
• Vision to anticipate future trends and identify improvement opportunities.

• Focus on achieving set goals and objectives, with the ability to manage multiple projects simultaneously.
• Commitment to delivering high-quality results within…