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Assistant Vice President - Operations Excellence Support Apply Now Jobnumber MGS02159 Closing date 27-Sep-2024 Job PurposeLead the development and deployment of a comprehensive operations management toolkit and standardized ways of working for 1st and 2nd level operations managers. This role is pivotal in enhancing productivity, operational efficiency, and risk management across the Group Operations. This role requires an expert understanding of operations excellence management practices within a back-office service industry, together with a deep understanding of operational excellence principles, process improvement methodologies, and change management practices. The role holder will be required to operate successfully across multiple Operations units/countries, via a matrix managed reporting structure. Dimensions:
Toolkit Development
Design and develop operational toolkits amongst others, covering Productivity, SLA & TAT, RCSA, Ops Risk Events, Hiring Pipeline, Resource Planning, Leave tracking, Cross-training, System Access Control, and QC tracking.
Standardization
Implement and enforce consistent ways of working across various operational teams.
Training & Capability Building
Provide training and ongoing support to operations managers on using the toolkit effectively.
Key Result Areas
- Toolkit Utilization: Ensure effective use of the toolkit by 1st and 2nd level managers to drive operational efficiency.
- Performance Metrics: Track and report on key performance indicators related to toolkit usage and operational efficiency.
- Operational Consistency: Achieve a standardized approach to operations management across all units within Group Operations.
- Governance & monthly documented progress reporting
- Traceability of adoption & benefits.
Key Result Areas (Continued)Design and Optimization:
Develop & Deploy Operations Management Toolkit & Consistent Way of Working for Operations Line Managers.
- Establishing Toolkit repository (and R&R for tool owners)
- Host, Co-create & develop structured, user-friendly tools.
- Develop standard toolkit and best practices to guide employees.
- Review & Recommend-revised scope / engagement model for Lean review activity across Operations.
- Promote a culture of learning and continuous improvement within the department.
- Regularly review and optimize the toolkit based on feedback and changing operational needs
Key Result Areas (Continued)
Process Improvement and Quality Assurance
- Lead process improvement projects using methodologies under the umbrella of production and operational management.
- Identify and implement process improvements using selected lean principles and tools.
- Analyze existing processes, workflows, and systems to identify bottlenecks, inefficiencies, and areas for improvement solution that can be adopted across the group operations.
- Establish and maintain quality assurance processes to ensure compliance with regulatory requirements.
- Implement corrective actions and preventive measures to address any quality issues or deficiencies.
Key Result Areas (Continued)
Change Management and Employee Engagement
- Lead change management efforts to ensure smooth adoption of the toolkit and new ways of working.
- Maintain open line of communication with stakeholders, providing regular updates, seeking feedback, and addressing any concerns.
- Provide training and support to employees to facilitate the transition to new processes and ways of working.
Knowledge, Skills and Experience
- Bachelor's degree in business administration, Operations Management, Engineering, or a related field.
- Strong background in operations management with experience in developing and implementing management tools and systems, with a minimum of 10-12 years in a leadership position.
- Proficiency in lean principles, Six Sigma, or similar methodologies.
- Excellent project management, change management, and problem-solving skills.
- Excellent communication skills and experience in training and supporting managers.
- Ability to influence and collaborate with stakeholders at all levels of the organization.
- Strong analytical skills with the ability to analyze data, identify trends, and make data-driven decisions.
- Proficiency in using process mapping software, statistical analysis tools, and Microsoft Office suite.
