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Manager – Business Process Optimization And Continuous Improvement

Job ID89-22-52-6D-BF-7F
CompanyCN
LocationMontreal
ProvinceQuebec
Date Posted2021-09-10
Posted Until2021-11-09
Job TypeFull-time
Job CategoryOffice
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 RequirementsEducation/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 SkillsCompetencies

· 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
ExperienceExperience

· 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)
LanguagesEnglish
Additional SkillsTechnical 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.