Continuous Improvement Manager

ABOUT FOUNDEVER

Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 750 of the worlds leading and digital-first brands. Our innovative CX solutions technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

DEPARTMENT SUMMARY

The Continuous Improvement (CI) function enhances organizational processes and outcomes through ongoing analysis automation and innovation. CI supports transformational solutions collects and analyzes data to identify improvement opportunities and leads the Success Program deployment. By addressing inefficiencies and fostering a culture of continuous learning CI ensures the organization remains agile and competitive. Collaborating with the Performance function CI drives the adoption of digital technologies maximizes profitability and minimizes risk for clients and assesses the impact of solutions.

JOB SUMMARY

The Manager Continuous Improvement leads CI initiatives using Lean Sigma/DMAIC frameworks to identify opportunities to optimize the performance of the collaboration with stakeholders the role will prioritize tasks and projects effectively to enhance efficiency reduce waste and drive business growth leveraging technology and AI.

DUTIES AND RESPONSIBILITIES

Continuous & Process Improvement:

Identify opportunities/issues define and manage continuous improvement projects using the Lean Sigma/DMAIC framework.
Meet cost saving new revenue targets (Incentives or Penalties) or KPI improvement targets by using Lean/Six Sigma methodology (primarily) or others within the assigned business unit.
Prioritize tasks / projects effectively through regular operational collaboration with stakeholder leaders.

Health of the Client & Success Metrics

Utilize resources cross-functionally to create solutions and understand the connection between operational improvements (machine productivity labor productivity lead time/turnaround time quality backlog capacity etc) and financial KPIs.

Change Management

Facilitate smooth transitions during process changes ensuring buy-in from stakeholders and mitigating resistance.
Partner with leadership development and training teams to encourage a culture of learning and development to foster innovation and adaptability.
Communicate and interact to guide how to improve approach identify and understand root cause drivers to performance sharing insights and best practices through the Success Program and adoption of AI and digital technologies.

Technology Intergration

Leveraging technology solutions and AI to automate tasks streamline workflows and improve data analysis for informed decision making.
Improve existing models by implementing innovative solutions for client operations and internal/support services (HR Finance WFM Reporting Talent Acquisition) to maximize profitability and demonstrate financial acumen.

Other Duties

Understand and adhere to policies guidelines and procedures pertaining to ethics and compliance and to the protection of Information Assets integrity of customer transactions proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct Acceptable Use Policy and Confidentiality Agreement.
Protect company assets systems proprietary and confidential information in accordance with Foundever Associate Agreement.
Proactively report actual or suspected ethics and compliance violations vulnerabilities security incidents and breaches in confidentiality integrity or availability of Information Assets as per the Companys policy.

QUALIFICATIONS - EXPERIENCE

Experience with various types of improvement approaches: Continuous improvement projects and Kaizen events.
Min 3 yrs Contact Centre management experience.

QUALIFICATIONS - EDUCATION

Bachelors Degree or equivalent

QUALIFICATIONS - SKILLS & COMPETENCIES

Good management of key financial metrics such as cost gross margin and revenue
Understanding of call center industry & operational functions within
Ability to persuade and skills to negotiate to manage and build consensus through storytelling and partnerships with Continuous Improvement departments COE (products) operations account management and sales
Knowledge of Operations and Account Management processes
Ability to translate statistical and analytical data into cohesive story/ journey map
Results driven
Innovative/creative thinker delivering out of the box solutions
Emotional intelligence
Market intelligence (competitors trends etc.)
Project management

QUALIFICATIONS - OTHERS

Excellent native language utilization (spoken and written)
Excellent conversational and written knowledge in English
Excellent knowledge of all MS Office tools (Word Excel Power Point Outlook)
Statistical Analysis tools (Minitab R Python Power BI)
Project Management skills
Lean Six Sigma Green Belt

PHYSICAL REQUIREMENTS

Requires mobility the ability to distinguish letters numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time and is occasionally required to stand walk and reach with hands and arms. Employee uses office equipment and will regularly use a computer for extended periods of time. Must occasionally lift and/or move up to 10 pounds. Typing is required on a continuous basis for the
majority of the assigned shift. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

DISCLAIMER

The preceding description describes the general nature of work performed skills typically required and usual working conditions. It is not an exhaustive listing of all requirements or responsibilities that may be required by job incumbents.