Operations Excellence - COE

General Accountabilities
1. Manage continuous improvement (CI) initiatives across SSC
2. Responsible for supporting strategic goals to improve speed of service, quality of service delivery, process efficiency and effectiveness, and business process innovation and transformation
3. Manage a team in performing analysis, identify key issues and relationships, and conduct investigations into reasons for variances, exceptions or discrepancies
4. Oversee business case for projects, developing roadmaps to enable future state, and managing implementation to achieve tangible benefits
5. Successfully manage program timeline, resources and deliverables, present regularly to stakeholders and team members
6. Continuously monitor and introduce areas for improvement by acquiring and providing feedback from/to the customers and Team Leads, tracking performance statistics from the SLA Report and benchmarking against the industry.