Manager - Process Excellence

The Role:

Roles and Responsibilities:

• Deep Dive into Products & Processes:
• Conduct thorough product reviews to understand functionalities, limitations, and potential impacts on processes
• Analyze existing processes in detail, identifying handoffs, redundancies, and pain points for agents, merchants, and Merchants
• Leverage data analysis to pinpoint process bottlenecks and areas with high error rates
• Process Improvement Visionary:
• Develop a clear vision for simplifying linear processes to enhance efficiency and user experience
• Identify opportunities to break down complex processes into clear, manageable steps for front-line agents and merchants
• Champion the adoption of user-centric design principles in process optimization initiatives
• Collaborative Change Agent:
• Build strong relationships with product, engineering, and design teams to understand product roadmaps and development cycles.
• Collaborate proactively with stakeholders to identify opportunities for process improvement during product development stages.
• Effectively negotiate timelines and advocate for changes that benefit user experience and operational efficiency.

• Championing Simplicity:
• Develop and implement process improvements focused on user-friendliness for front-line agents and merchants.
• Design clear and concise communication materials (e.g., training materials, flowcharts) to support simplified processes.
• Advocate for Merchant-centric solutions by translating complex processes into easy-to-understand steps for end-users.
• Continuous Improvement Leader:
• Implement process improvement methodologies (Six Sigma, Lean) to identify root causes of issues and develop data-driven solutions.
• Manage and track process improvement projects, ensuring timely completion and adherence to goals.
• Measure the impact of process improvements through KPIs, demonstrating the return on investment (ROI) of your initiatives.
• Develop a Deep Understanding of Merchant Problems:
• Conduct user research (surveys, interviews, usability testing) to identify Merchant pain points and unmet needs.
• Analyze Merchant support data to understand common Merchant frustrations and challenges.
• Partner with Merchant success teams to gain insights into real-world Merchant experiences.
• Advocate for a Merchant-Centric Product Roadmap:
• Translate Merchant problems and needs into actionable product requirements.
• Collaborate with product managers to prioritize features that address the most critical Merchant issues.
• Champion the voice of the Merchant within the organization.
• Data-Driven Decision Making for Optimization:
• Monitor and analyze product usage data to identify areas for improvement and track the impact of changes.
• Leverage data analytics to measure Merchant satisfaction and product performance metrics.
• Translate data insights into actionable recommendations for product optimization.

Qualifications

• 8+ years of experience in a process improvement leadership role 
• Proven track record of success in leading and managing process improvement projects.
• Strong leadership and team management skills.Excellent communication, presentation, and negotiation skills.
• Preferred certified Black Belt/Green belt  Six Sigma, Lean Methodology

Process Excellence Lead

Are you passionate about streamlining processes and driving continuous improvement?

Here's what you'll do:

• Champion of Process Transformation: Design and implement a governance framework for process ownership, establishing clear roles and responsibilities for continuous improvement within HR.
• Change Management Guru: Develop a comprehensive change and communication strategy to effectively transition HR teams to new processes and technologies. Foster a culture of continuous improvement by upskilling HR process owners and establishing a robust methodology for ongoing process optimization.
• Process Architect: Lead the documentation of current HR processes, identifying opportunities for improvement and implementing solutions that enhance efficiency and effectiveness.
• Roadmap to Success: Create and maintain a continuous improvement roadmap for process enhancements and new process development.
• Automation Advocate: Collaborate with the Global HR Operations and Technology Lead on "myHR Journeys," a multi-year HR process automation project, leveraging your program management expertise to ensure successful implementation.

You'll be a great fit if you have:

• Proven Track Record: Minimum 2 years of experience as a Quality & Process Excellence practitioner and a total of 5 years of relevant experience.
• Leadership Qualities: Experience managing a team of quality practitioners.
• Technical Expertise: Strong knowledge of Six Sigma methodologies, statistical tools, and quality & process re-engineering principles.
• Change Agent: Proven skills in program management and change management, with expertise in driving adoption of new processes and technologies.
• Communication Master: Excellent communication, interpersonal, and facilitation skills to effectively engage diverse stakeholders.
• Collaborative Spirit: Collaborative, team-oriented approach with a high energy level, confidence, and assertiveness.

Bonus Points: