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The QP&A and Business Process Improvement Sr. Director is responsible for establishing a culture of continuous improvement across the Global Business Services network including the development and rollout of programs and methodologies (i.e. Six Sigma, Lean, etc.) in the GBS to drive material financial benefit, quality, controls and compliance. The role is accountable for defining and monitoring quality metric, create and implement action plans for any areas of improvement identified through the regular process/quality audits. 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.
- Establish a continuous improvement culture inclusive of conducting development trainings (Lean, Six Sigma, etc.)
- Monitor performance quality against goals and objectives to ensure that results and expectations are met and exceeded.
- Analyze and communicate areas of opportunity, including corrective/preventive action plans to reach goals.
- Ensure consistency and drive standardization and best practices across GBS centers by collaborating with operations leaders, GBS functional leadership, SMEs and Quality team and site SMEs as required.
- Develop recommendations and implementing enhancements to the GBS QMS including methodology, training, tools and processes used in the quality organization.
- Lead 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 performance across all functions.
- 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.
- Build and manage a team with appropriate resources.
- Support transition due diligence processes to GBS when required. Tasks include participation on the discovery phase, plan and assign quality resources to participate during the transition, documentation, supervise process audits, and improvement resulting of such observations
- Travel: 40%