Manager Process Excellence

SUMMARY:
Working closely with the Sr Director Customer Excellence Team and the OPEX Director the Program team and
the client’s teams, The Process Excellence Manager is responsible for leading multiple Lean Six Sigma projects
to enhance effectiveness, decrease the Program cost-to-serve and increase our NPS.
The Process Excellence Manager leads the delivery and implementation of LSS projects, TCO initiatives,
time/costs/process analyses, trainings and change management actions to ensure the implementation of the
most efficient delivery model for the Program. Manages day-to-day and tactical aspects of projects,
innovation initiatives in need of implementation and other ongoing business deliverables in accordance with
business needs. Leads the Program team to solve large, complex, and/or ambiguous business problems and
to drive process efficiency, by using LSS and other continuous process improvement tools.

GENERAL RESPONSIBILITIES:

• Project Management
o Responsible for the overall coordination, implementation and control of specific projects
ensuring consistency with Pontoon + Program strategy, commitments and goals.
o Facilitates the definition of project scope, goals, baselines, tasks and deliverables.
o Leads the planning and implementation of projects.
o Provides direction and support to the Program team.
o Sets-up and improves KPIs dashboards and reporting.
o Facilitates meetings and workshops.
o Constantly monitors and reports on progress of the project to all stakeholders.
o Supports and leads change management initiatives.

• Lean Six Sigma Tasks
o Responsible for improving processes, teaching Lean tools/methods and instilling Lean
culture/practices within the workplaces.
o In charge to lead Time + Process analyses.
o Responsible for leading multiple LSS projects, implementations and TCO initiatives.
o Assesses current practices and process performance.
o Articulates the problem, baselines current state, analyzes root cause, recommends
improvements, and monitors results.
o Improves local and global processes, conducting LSS assignments within Client & Pontoon.
o Creates process documentation.
o Trains all local teams to LSS methodologies and culture.
o Supports local sales teams in meeting prospects and clients.
o Creates and implements effective Change and Communication Strategies & Plans in
correlation to the process improvement initiatives
o Participates in special projects and performs other duties as assigned

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor’s Degree required.
• Green Belt Lean Six Sigma Certification required. Black Belt Lean Six Sigma Certification preferred. 

Posting date: 28-01-2024