Business Process Excellence Expert (Lead) - Mandarin Speaker

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Leading process improvement, efficiency and effectiveness driven projects, automation implementations, migration projects at the level of (cross) business units.

Consulting and supporting (cross)-business units on other continuous improvements. Ensure sustainable process improvement.

• Manage and work on implementation of complex projects and process improvement initiatives (process improvement, quality improvements, efficiency and effectiveness driven projects, automation implementations, migration projects)
• Collaborates with cross-functional stakeholders to identify and implement opportunities for process improvement and optimization
• Acts as a coach and/ or mentor for other colleagues in the organization for process improvement projects
• Steer other working groups for realization of common goals
• Benchmark against other market practices and bring proposals for raising/ improving the process management practices
• Achieves defined individual and team KPIs, proactively implements improvements, corrections, and prevention measures for specific situations
• Improves processes in terms of quality and efficiency by means of e.g. Kaizen, Six Sigma, Lean, digitization, in alignment with Global standards and practices, as well as all relevant stakeholders
• Standardizes and re-engineers processes as well as their interfaces according to overall process model
• Reports, implements, and monitors process related KPIs/process heat maps; initiations and reports improvement measures and their progress if KPIs are not met
• Shares best practices /know-how transfer with relevant stakeholders
• Process implementation according to processes design determined by Global Process Owner (including documentation, process mapping) and, where mandated, end-to-end (outside SGBS) in collaboration with respective Process Owner
• Lead other projects/activities (e.g. organizational, innovation, IT related topics, migration) as per the roadmap
• Partners with operations to identify and address opportunities for growth in key metrics and business drivers
• Builds capabilities within the team to deliver insights to enable better decision-making
• Performs utilization analysis of the respective tower/department(s)supported in SSC Manila
• Aids in identifying the underlying causes of operational challenges, and suggests lasting solutions for these issues.
• Analyzes data through various statistical tools and providing insights, solutions, and recommendation for process improvements
• Collaborates with process owners/process experts to validate the analysis and acquire recommendations, and/or insights

Other related tasks as assigned by the direct manager

• Fluent in English and Mandarin
• Previous experience in process and project management and proven track record in process optimization projects/ continuous improvement of 2-4 years
• Proven skills in process and project management methods (e.g. Lean/ Six Sigma/ Kaizen, PMP, Prince2, Design Thinking), deep understanding of process design, process mappings and process evaluation. Certification in one of the above methodologies is a plus.
• IT affinity and experience in digitization and process automation technologies (e.g. RPA, machine learning, chatbot, AI)
• Good management of MS Office applications (Excel, Power point) and specific state of the art tools for mapping of processes

• Proficient in tracking and producing key metrics and developing strategies to help increase efficiency and quality in the organization

• Experience with analyzing datasets, such as transactional data for actionable business insights

Ability to provide sound recommendation to help bridge performance gaps and identify business/process opportunities

• Intercultural knowledge and sensitivity as well as strong service culture and customer-oriented attitude
• Strength in motivation, communication, and assertiveness, change management
• High analytical and problem-solving skills, coupled with very good time and self-management
• Eager to learn and take on challenges in a rapidly growing and dynamic environment
• Ability to deal with competing priorities and complex issues
• Works independently (with minimal supervision), while keeping other team members information as appropriate
• Demonstrates ability to multitask and prioritize with a proven ability to meet tight deadlines