Manager, Operation Excellence

Department: Client Services
Job description
Responsible for overseeing the Operation Excellence team including Process excellence, MIS/dashboard, Data analytics, Capacity analysis and IT single point of contact for Client Services function.
Job requirements
• Recommend business process improvement opportunities, including capacity analysis that will improve Client experience and Operation’s ability to effectively and efficiently run the business with quality assurance.
• Partner with IT and business representatives to define, and implement a common project management framework for business and IT projects.
• Be IT single point of contact (SPOC) and business project management on all cross function projects
• Ensure usage and adoption of standardized best-practice project management methods to ensure project management implementation according to agreed-upon timeframe, budget, scope, etc
• Consolidate and analyze operational, productivity and sales data available to identify gaps and root causes of systemic operational, sales and financial issues in Operations
• Implement the Incident Reporting process, monitor the progress of recommendations in order to move forward on Operations gap action plans
• Be Brighter Way champion of Client Services function to promote continuous improvement and high performance culture
• Collaborate with Operations leaders, IT and other business partners in developing tools to manipulate, store, analyze Operations data for management purposes
• In charge of all Operation dashboards/MIS for management team
• Monitor staff performance and provide continuous feedback to encourage and support staffs’ professional development and guide training programs implementation

- Competitive Salary and Bonus - Healthcare, Pension, Training and Employee Activities - Professional and Active Working Environment