Business Process Specialist (Service Excellence Transformation)

Get to know the Role:
-Lead multiple process improvement projects with direct contact with senior executives in the organization.
-Participate in the shaping, deployment and implementation of an enterprise-wide Lean Sigma Continuous Improvement program.
-Facilitate quality and change management processes
-Identify customer needs and key drivers to reach customer satisfaction goals with financial benefit.
-Perform business process mapping & analysis
-Serve as a the principal adviser for Grab for all departments within this growing organization.
-Partner with the leadership team to select improvement areas and build a robust improvement strategy, integrate recommendations with other programs and initiatives.

The day-to-day activities:
-Conducting lean action workout sessions with process stakeholders, facilitate brainstorming sessions to identify gaps and chart out improvement action plan.
-Conduct process bench-marking exercise
-Collect data on various metrics to create performance baselines and implement it across organization, monitor the usage of performance baselines and identify action plans to improve baselines.
-Mapping functional solution to technical solution
-Create to-be process maps and functional design.
-Identify the best process to be mapped with the system to improve productivity of the team.
-Process data analysis using six sigma methodologies
-Execute large scale projects to improve project delivery throughput by improving process capability and reducing cycle time.
-Work directly with internal process owners and Team Leads and project teams to drive process improvement projects within their areas of responsibilities.
-Develop guidelines for process improvement initiatives
-Identify the parameters to track process improvements and create monitoring criteria. The parameters can include input and output criteria, training, testing, methodologies, reviews, etc.

The must haves:
-Bachelor or Master Degree in Business Administration or relevant

-At least 3 years of experience in Project Management working with across multiple business units stakeholders.

-Strong Project Management (PMP) experience OR a 6 Sigma Black Belt Certified

-Strong exposure to strategic problem solving and root cause analysis methodologies preferably in a customer service organization, business operations.

-Must have a strong passion in driving continuous improvement.

-Strongly Skilled in process flow documentation and literature. ISO certification will be an advantage.

-Excellent communication and interpersonal skills

-Strong organization skills and attention to detail

-Individual Contributor Role.