VP, Process Optimization
About Process Optimization
The Head of Process Optimization brings the Process Infrastructure to life in alignment with our business, partner and marketing strategies. Working with key stakeholders, create a differentiated customer experience to help build lifetime relationships with our customers.
About Lean and Automation
Lean and Automation teams function to work on improvement projects (both local and global) to ensure transformation of our business processes by reducing waste and non-value added activities, improving our automation and controls, and creating E2E process simplification using Lean principles.
Overall purpose of role
§ Demonstrates accountability for functional, business, and broad company objectives. In this role you will integrate and develop processes that meet business needs across the organisation, manage complex issues within functional area(s) of expertise, be involved in long-term planning, and contribute to the overall business strategy, establishing best practice working across all functions.
§ To co-own the assigned customer journey / value chain across BBS O&T operations and manage / maintain the processes, process maps repository, KPIs, Metrics for them.
§ Responsible for all process analysis, changes to the processes and be the owner of the single version of the process with optimum controls.
§ To manage the continuous improvement agenda within the assigned value chain processes and delivers process efficiency and customer satisfaction.
§ To manage the client relationship with other business areas, performing impact analysis on change and ensuring that requirements are met.
§ To develop the tools and techniques for CPI and embed the cultural acceptance for change delivery
§ To investigate, understand and develop knowledge of industry best practice and keep operations competitive against other organisations.
§ To understand the wider organisational change agenda and integrate operational areas and process functional changes effectively
Delivery of Optimum processes within a customer value chain (70%)
§ Provide leadership and direction to cross-functional teams driving process improvements
§ Promote process excellence within engineering, driving change and standardisation through development and implementation of process and procedures
§ Work with the internal PI teams to constantly seek, share, and implement best practices, including tools and process
§ Drive engagement in engineering, putting into place communication plans for engineering and pulling together focus groups as and when required
§ Organizational simplification champion
§ Drive utilization of new processes, working closely with engineering leaders
§ Apply Lean Six Sigma and CMMI tools to improve processes
§ Educate, coach, and mentor Green Belts and others on Lean Six Sigma philosophy and application
§ Lead and facilitate cross-functional project teams, supporting off-sites and leadership meetings as appropriate
§ Effectively communicate progress to Champions, Business Leaders, and ops.
§ Ensure positive actions are taken to encourage growth and development of engineering teams
§ Provide detailed understanding of processes and procedures to support the effective operation of the assigned value chain processes,
§ Liaise with other business areas, Process Owners / Process Champions and get involved in the end to end process to ensure consistent delivery throughout
§ Provide impact analysis of changes proposed with respect to the service, to consider the wider, end to end process impact (including what the implications may be for other processes within the assigned value chain processes)
§ Work with other value chain process managers to identify cross functional e2e process improvement opportunity.
§ Analyze service performance and manage process adherence by influencing the quality assurance function
§ Provide impact analysis of incidents, escalating where appropriate
§ Provide impact analysis of Business Risk
§ Capture lessons learnt and ensure applicable process analysis/improvements are developed to prevent future value loss
§ Engage with business-side clients early in the change project in order to:
§ Produce clear sets of business requirements to inform work in the project Design phase
§ Develop and explore innovative options to address business requirements
§ Support business case development in support of designs
§ Oversee the delivery of pragmatic business and operational design solutions which maximise benefits while achieving the desired business outcomes
§ Assess and design new business change processes, systems, products and services on a change project
§ Plan Change: Ensure all governance, risk management, controls and compliance requirements are considered during development of requirements and designs
§ Manage Change: Develop and implement new business change processes, systems, products and services on a change project. Provide an aggregate high level view of the combined proposed solutions and ensure alignment with the change solution. Manage interdependencies across projects/programmes and leverage synergies across projects/programmes to maximise return on investment. Review the to-be business process design to understand organisation/role impacts and create role descriptions for business process roles
§ Build Executive Leadership and Commitment: Provide specialist, objective and analytical insight on all business design and analysis related activity on a change project. Lead / contribute (as appropriate) to Project, Programme and Cluster level Design Authorities
Stakeholder Management and Leadership
Line Management and Staff Development (15%)
§ Manage and provide objective feedback on Business Design Analysts during each project ‘assignment’
§ Conduct performance reviews and oversee career management
Decision-making and Problem Solving
Organisational Development (5%)
§ Provide input into the ongoing development of the Change Management Toolkit Actively share business design and business analysis methods knowledge (e.g. skills, tools, methods) with other resources within the Business Design Analyst Practice
Personal & Professional Development (5%)
§ Use the Change Management tools available to accelerate and maintain skills level, particularly the development of professional change skill sets
§ Use the Change Management Toolkit to plan and deliver change projects
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.
§ Understand the appropriate Policies & Standards applicable to the role through reading the Code of Conduct and other training allocated. Where responsible for risks and controls ensure that these are appropriate and fit for purpose.
§ All mandatory training completed to deadline and understood within given timescales.
§ Where applicable, all key risks identified, tracked, logged and managed as per the Risk Framework procedures
§ Where applicable, all key controls to have identified owners, with audit trail of regular review and maintenance together with supporting records.
§ Where applicable, all risk events (incidents) or control failures to be escalated, investigated, reported and fixed at root cause to prevent reoccurrence
§ Bachelor’s Degree required
§ 10 years prior work experience
§ 5 years prior process optimization experience
§ Excellent project and programme management disciplines including production of detailed project plans, key quality programme deliverables and working and delivering to strict time constraints
§ Operational experience and understanding of business processes
§ Credit Card or Financial Service Experience
§ 3-5 years prior people management experience
§ “Lean Competency Framework” accreditation (Minimum 2A LSC accredited)
§ Process mapping and analysis
§ Experience or exposure to Blue Works a plus
§ Stakeholder management and engagement of key stakeholders up to Senior level
§ Ability to support people through change
§ Proven ability to influence and drive change within the business
§ Exceptional communicator, able to liaise with stakeholders and team members
§ Excellent people skills with a strong focus on team working within a high performing functional team