Senior Manager Operations

Responsibilities As Principal increases its adoption of continuous improvement and business process re-engineering practices at scale, the role of a Continuous improvement lead is critical to drive adoption and deliver related services in a scalable model
This role is a part of the PGS RIS business and CI Lead will be responsible for associated service and delivery management The role combines process improvement expertise with structured project execution and service governance responsibilities The individual will anchor high-impact Six Sigma engagements, oversee end-to-end vendor lifecycle activities from RFP to billing and ensure service commitments are met through effective governance RIS Continuous Improvement Lead reports into Head of PGS Continuous Improvement Head and will be part of the overall PGS Retirement income solution business Lead and mentor Lean Six Sigma projects using DMAIC, Value Stream Mapping, Root Cause Analysis, and Control Planning Demonstrate deep expertise and hands-on knowledge of Lean Six Sigma, Kaizen, and PDCA problem solving methodologies Conduct problem diagnostics, opportunity assessments, and benefit quantification to prioritize high-impact improvement initiatives Coach Green Belts and business teams; deliver CI training programs and capability-building sessions Work closely with data and reporting teams to integrate analytical rigor into improvement workstreams Lead end-to-end project delivery for cross-functional initiatives, ensuring scope, timeline, and cost adherence Develop project charters, detailed plans, stakeholder communications, and RAID logs Work with business units, IT, and vendors to deliver seamless process or service transformations Report project status to senior stakeholders and ensure benefit realization post-implementation Apply both Agile and traditional project management practices as appropriate to the nature of each initiative Qualifications Education & Experience Bachelor s degree in business / computer science / a related field; Master s degree is a plus Lean Six Sigma Black Belt Certification (mandatory) PMP, PRINCE2, or Agile Project Management certification (preferred) Overall 10+ years of work experience 5+ years of experience leading Lean Six Sigma Projects 2+ years of experience handling project management roles Technical & Functional Skills Deep expertise in Lean, Six Sigma, DMAIC, and process improvement tools such as Minitab, MS Visio, etc Strong understanding of service delivery frameworks, SLAs, vendor governance, and engagement lifecycle management Skilled in project planning tools (MS Project, Jira, Smartsheet) and dashboard/reporting tools (Power BI, Excel) Additional Information Behavioral Competencies Execution Focus: Drives tasks to closure with a disciplined, results-oriented mindset Business Acumen: Understands service and process drivers and their impact on cost, compliance, and experience Stakeholder Engagement: Comfortable working with senior stakeholders, SMEs, and vendor partners Problem Solving: Structured, analytical thinker with the ability to work through complexity Collaboration: Strong cross-functional teaming and communication abilities Change Orientation: Advocates for structured change and continuous improvement Adaptability: Balances multiple priorities in a dynamic service delivery environment