Job Title

Manager, Process Management – Telecom Industry

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Flintex Consulting Pte Ltd

606 Active Positions

Job Description

Job Summary

The Process Management Manager is responsible for the end-to-end evaluation, design, creation and delivery of process and knowledgebase creation, improvement and re-engineering activities aimed to improve overall customer satisfaction and operational efficiency.

Responsibilities
There are different areas of responsibility that this role will manage:

Process Management

  • Determines systems and process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvements.
  • Works with internal and external stakeholders in evaluating process models used to streamline workflows and improves customer experience.
  • Reviews and approves documented customer-impacting processes for newly launched and existing products/services and drives the rapid delivery of targeted solutions to process transformation opportunities.
  • Designs, implements, and evaluates end-to-end Process and Knowledge Management flow from point of creation to release and archiving.

Knowledge Management

  • Leads a team that manages the internal Knowledge Management System ensuring that it’s constantly updated, reviewed, and evaluated.
  • Sets and implements a governance framework around content management
  • Proactively seek qualitative user feedback and quantitative data and utilize them to present and apply improvements.

UAT and System Support

  • Ensures quality & test advocacy, resource planning & management, and resolution of issues that impede the testing effort
  • Supports Operations and be the single point of contact for Information System in relation to CRM (Siebel or any other defined CRM system) issues
  • Manages defect incidents and ensure proper resolution through close collaboration with IS DevOps team.

Overall team management

  • Performs continuous review of demands of internal customers vis-à-vis team’s tasks and deliverables, aligns the responsibilities as needed and formulates strategies for execution.
  • Establishes systems and frameworks through which individual and team responsibilities are defined, measured, controlled, and performance appraised
  • Develops leadership and succession within the team.

Requirements

  • Certification as a Green Belt or Black Belt Lean or Six Sigma or equivalent experience required
  • Minimum 5 years working experience with at least 2 years in a process improvement role or its equivalent
  • Has a background in programme and project management
  • Experience working in an Agile/Scrum development process
  • Proven track record of delivering results in a fast-paced, high volume production operations environment in a leadership capacity – managing a broad and diverse scope of business processes
  • Management skills, including the ability to execute and prioritize several tasks/work streams simultaneously is required
  • Must be highly proficient in Excel, Visio, and PowerPoint with ability to create executive-level presentations
  • Strong business acumen and ability to interface with executive management
  • Detail oriented, highly organized, self-motivated, proactive, and able to plan and execute
  • Passionate in customer experience
Tags: Black Belt Lean, Green Belt, manager, Process Management, quality & test advocacy, resource planning & management, Six Sigma

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