Service Excellence QRO site

Primary Function:

The QRO site lead role exists to:

• Ensure the delivers operational excellence following the principles (metrics, DSHs)
• Generates Continuous Improvement strategy and is in charge to develop the capability to deliver efficiency and effectiveness savings and/or improved user experiences across the different processes and teams.
• Generates ways to measure CSX and strategic actions and communications plans to address feedback
• Keeps track of the budget.

Responsibilities:

• Understands and guides the site’s administration following the program, i.e. 
• Annual OGSM, monthly operations results, daily operations through DSHs.
• Supports the site’s certification journey by coordinating the four pillars’ efforts for the site.
• Collaborates with Process Leads to build CI mindset in the organization, follows principles and leverage on greater initiatives.
• Leads and plans the E2E process review to identify delivery gaps and opportunities that will drive transformation/CI opportunities for the site.
• Integrates, measures, reports and keeps track of CI hunting grounds initiatives + Stakeholders feedback pipelines delivering on their commitments.
• Manage critical initiatives: create business case, ensure appropriate level of resourcing, track and report initiative progress, escalate for off-track support as needed, monitor and report for sustainable results.  
• Keeps track of the budget, requests and provides reports on a monthly basis.
• Generates ways to measure CSX and strategic actions and communications plans to address feedback
• Benchmark against external organizations to identify trends, areas of opportunity and potential solutions
• Build positive relationships with key stakeholders
• Positively influence stakeholders for change

Requirements:

• Strong collaboration skills and ability to partner with key internal/external customer to drive change & continuous improvement. 
• Proven ability to positively influence at all levels of the organization. 
• Ability to build consensus and strong commitment from others
• Proven ability to engage and motivate individuals and teams for positive results (brining the best out of others)
• Demonstrated strong project management skills
• Prior experience leading continuous improvement initiatives with sustainable results
• Proven ability to work independently with little supervision
• Excellent verbal and written communication skills. 
• Experience presenting results to an executive team
• Deep analytical and creative problem solving skills
• Strong negotiation and decision-making skills. 
• Ability to make decisions in a fast paced environment
• Sense of urgency and ownership of resolution, meeting established performance objectives and customer commitments. 
• Ability to manage multiple and sometimes conflicting priorities and specific time constraint
• Strong business acumen and leadership skills
• Experience working in a process or data driven environment

Preferred Criteria:

• Bachelor’s Degree
• 5+ Experience in a service delivery center environment
• Lean Six Sigma certification
• Experience working for a multinational organization and working with colleagues/subordinates in other locations as well as international locations.
• Successful people management experience