Six Sigma JOB- Senior Manager

Job Description

This position reports to the Director Process Engineering & Project Management, APAC in the Global Service Transformation group within Global Service Delivery. The Process Engineering team is responsible for owning the operational design and optimization of Travel Consultant Enabled Services, drive operational flexibility & efficiency and making it easier for customers to work with American Express Global Business Travel.

This role will partner closely with the Service Delivery (operations) leadership to optimize our service solutions and differentiate the customer experience.

As the role will primarily focus on India Service Delivery (operations), the role will have a dotted line reporting to the Vice President Service Delivery India.

JOB RESPONSIBILTIES

  • Partner with VP India Service Delivery to build strategic initiative roadmap for market with clear targets & timelines
  • Build governance structure for all projects within Service Delivery & those impacting operations
  • Ensure all initiatives follow robust project management methodology
  • Ensure regular updates to senior stakeholders and sponsors, acting as PMO
  • Documenting processes owned by Service Delivery, with clear time and motion analysis which will allow benchmarking
  • Identify process optimisation opportunities using Lean / Six Sigma and other analytical tool sets
  • Partner with Work Force Management to benchmark current productivity & service levels and build roadmap to achieve global standards
  • Partner with Customer Insights group to build clear deliverables & timelines to differentiate customer service
  • Drive large/mid-sized process engineering engagements with responsibility to analyse, design and delivery of operational process improvements for our Travel Consultants
  • Remove technical and cultural barriers to process-focused management
  • Balance systems / processes (as the case may be) technical / functional capability with operational costs, market demand and risk management, all at the same time.
  • Measure and manage cross-functional performance
  • Working alongside with the Products & Technology Strategy team as they develop new technologies – with focus on operational efficiency and effectiveness and the traveller experience
  • Support Service Delivery (Operations) leaders in achieving their re-engineering & customer satisfaction targets
  • Work effectively with remotely based teams and vendors
  • Coaches, trains and facilitates others in Lean Six Sigma methodology

REQUIRED SKILLS

  • Certified Lean Six Sigma specialist / Master Black Belt Six Sigma
  • Certification in PMI / Prince2 / Agile Methodology
  • Minimum of 12 – 15 years of work experience, with last 3 – 5 years in senior management role in contact centre operations
  • Direct responsibility included delivery of large scale projects focusing on operational process improvement and/or service design
  • Design Thinking / Lean Manufacturing / Value Stream Mapping / Statistical Data Analysis / Value Proposition / Re-engineering / Outsourcing
  • Experience in enterprise wide change management
  • Excellent communication & presentation skills across multiple audiences in organization
  • Ability to own entire process excellence program/project, starting from idea generation to implementation
  • Highly motivated, enthusiastic, results driven and ability to influence senior management stakeholders
  • Strong proficiency with Visio, Minitab, Microsoft Office, specifically MS Project, Excel, and PowerPoint required
  • Ability to work in a fast paced matrix environment including across multiple geographies, functions & organizations often outside standard working hours

Salary: Not Disclosed by Recruiter
Industry: Travel / Hotels / Restaurants / Airlines / Railways
Functional Area: Strategy, Management Consulting, Corporate Planning
Role Category: Corporate Planning/Strategy Manager
Role: Corporate Planning/Strategy Manager
Keyskills: operations, optimization ,operations manager, optimization ,process excellence ,service excellence ,Projects ,Six Sigma ,analysis gap ,travel.

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