Process Excellence Manager

The Operational Excellence Manager will work in conjunction with the Senior Management Team Operations and other key stakeholders in the business to ensure the development, implementation, and continuous improvements of optimal and cost-effective processes and methods to meet or exceed standards and customer expectations.

Role & responsibilities

• Work with Senior Management to create and ensure the Company vision and core values are integrated into our operational strategies.
• Conduct operational reviews in all BGO locations applicable
• Complete random audits on client portfolios and agents and review results with appropriate local and global management
• Observe, monitor then coach operational agents and leadership where applicable to support department and organisational objectives
• Help champion core values by fostering knowledge transfer and collaboration across teams in different locations where required

Preferred candidate profile

Education

High School Diploma or Equivalent is required

College Diploma or University Degree in a related field of study

Experience

Minimum 3 years experience in an Operational Management role, or the equivalent work experience

Previous statistical analysis or quality assurance experience would be an asset