Continuous Improvement Specialist

The Senior Business Process Excellence professional collaborates with various teams to drive a culture of continuous improvement.

Key Responsibilities:

• Lead end-to-end process improvement initiatives, from assessment to implementation.
• Utilize Lean Six Sigma, Design Thinking, BPM, and other methodologies to optimize processes.
• Conduct root cause analysis and develop action plans to address inefficiencies.
• Work closely with stakeholders to identify pain points and improvement opportunities.
• Develop process documentation, SOPs, and training materials.
• Establish process performance metrics and monitoring systems.
• Drive automation and digital transformation efforts in process improvement.
• Facilitate process improvement workshops and training sessions.
• Mentor junior team members and provide subject matter expertise on process excellence.

Technical Skills Required:

• Strong knowledge of Lean Six Sigma methodologies (Green Belt or Black Belt preferred).
• Proficiency in process mapping tools such as Visio, Miro, Lucidchart, or Bizagi.
• Understanding of RPA (Robotic Process Automation) tools Familiarity with data analysis tools such as SQL, Power BI, or Tableau.
• Exposure to Agile and Change Management principles.
• Domain SME Preferred – Contact Centre Operations - Good Customer Service / Collections Operations background would be an advantage

Other Competencies:

• Strong analytical and problem-solving skills.
• Ability to manage multiple projects and meet deadlines.
• Excellent communication and facilitation skills.
• Ability to drive change and influence stakeholders.
• Strong business acumen and customer-centric mindset.
• High adaptability in a dynamic business environment.