Manager – Business Process Optimization And Continuous Improvement | |
Job ID | 89-22-52-6D-BF-7F |
Company | CN |
Location | Montreal |
Province | Quebec |
Date Posted | 2021-09-10 |
Posted Until | 2021-11-09 |
Job Type | Full-time |
Job Category | Office |
Description | |
Responsibilities Practice Management · Define, evolve and maintain BPO & CI practice standards and tools · Collaborate with team members to understand day-to-day challenges and collectively improve work methods and tools · Manage programs and projects BPO & CI health status and provide support when escalation is required · Ensure proper reporting mechanism is put in place to provide clear visibility on progress · Ensure quality controls with benchmarks are enforced and respected · Partner with peer manager(s) inside the BPO & Automation organization to deliver targeted outcomes · Establish practice governance and efficient communication with all groups involved with the BPO & CI practice · Advocate and communicate the principles of business process automation and optimization and their positive impact CN overall strategy · Collaborate with industry leaders partners to grow practice and implement industry best practice · Contribute to the BPO and CI community of practice that spans across the I&T organization by promoting the sharing of best practices amongst practitioners Strategy Development · Collaborate with Senior Manager in defining vision and development strategy · Stay current, research, benchmark, analyze, report on, and make recommendations for the improvement and growth of the BPO & CI practice · Work toward the implementation and adoption of a business process optimization and continuous improvement culture across CN functions · Develop practice KPIs and improvement measured Leading Others · Collaborate with Human Resources (HR) to bring new talent to the organization by determining which skills and roles will be required by the program · Provide a positive and welcoming onboarding experience to all new employees · Recognize employee contribution and career milestones · Manage employee performance · Create and enable positive and engaging work environment · Collaborate, coach and build connections with employees · Participate in succession planning by contributing to yearly talent review cycle · Support employee development and help employees reach career goals · Ensure knowledge is preserved through training and sharing of knowledge | |
Education Requirements | Education/Certification/Designation · Bachelor’s degree in Computer sciences, Software Engineering, Information Technologies or equivalent degree or work experience · Process improvement certification (i.e.: Lean Six Sigma)* · Training or certification in business, finance or administration* · *Any designation for those above would be considered as an asset |
Essential Skills | Competencies · Collaborate as ONE team: collaborate with key internal stake holders to enable higher productivity · Shares timely information within and across functions to get things done effectively · System thinking: look for holistic solutions and consider many options · Able to synthesize complex information · Possess organizational, time-management and prioritizing competencies · Demonstrates good judgment in decision making and makes difficult and timely decisions · Manages risks and problems appropriately · Deals with pressure and change and adapts to changes · Negotiates towards a win-win outcome while taking all points of view into consideration · Use Business acumen to drive results · Track metric to achieve ambitious targets · Strong verbal and written communication skills, able to speak fluently to all cross-functional business partners · Leverages feedback and coaching to improve performance · Prioritizes individual development and continuous learning |
Experience | Experience · Minimum 10-15 years of overall work experience in Information Technology (including minimum 5-8 years of BA/BPO experience) · Minimum 5 years experience demonstrating leadership qualities and/or overseeing deliverables · Significant and proven experience in applying a structured approach to problem resolution · Significant and proven experience with process engineering and optimization · Experience working in an Agile, Scrum, and Waterfall development processes · Experience in software engineering lifecycle process · Experience in contract management (managed services) |
Languages | English |
Additional Skills | Technical Skills/Knowledge · Ability to identify and leverage internal and external resources for expertise · Excellent knowledge of I&T budget management · Understanding of Automation technologies (such as RPA and OCR) and how to leverage it to deliver business value · Up-to-date with the latest business process management approaches, tools and technologies (such as task mining and business process management tools) · Ability to stay abreast of technological changes. |