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Continuous Improvement Lead

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Human Resources
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JOBREQ1800014922 Requisition #
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JOB FUNCTION OVERVIEW

Currently, we are seeking qualified candidates for the position of a Continuous Improvement Lead to join our Global Human Resources organization. This position will be responsible for creating and supporting projects related to the launch and ongoing maintenance of a new HR operational services organization – the PeoplePulse Support Centre. This position requires partnering with the various HR operational teams to monitor performance metrics, identify process improvement opportunities, and execute improvement projects from concept through completion. Additionally, this role will be responsible for partnering with stakeholders and communications experts to communicate changes and manage the impact on the HR organization as well as the business. This role will be required to work with counterparts across regions to ensure global consistency in service delivery and the management of HR processes. This is a highly visible role aimed at driving significant improvement in operational efficiency.

RESPONSIBILITIES

• Lead a culture of continuous improvement (CI) by developing the ability to identify, monitor, and take action on improvement opportunities in others
• Identify and drive continuous improvement projects across the PeoplePulse Support Centre operational design and processes
• Mentor leaders and teams through coaching to accelerate execution of improvement initiatives and projects
• Develop a continuous improvement roadmap that supports the overall PeoplePulse Support Centre and global HR operations strategy
• Work with a community of process experts to deliver a consistent strategy that is aligned to the organization’s CI philosophies and methods
• Consistently demonstrate the ability to act independently, prioritize, and influence others on a regular basis to drive a lean, fast, and engaged mindset in the PeoplePulse Support Centre
• Provide senior management with report outs regarding CI progress, results and feedback pertaining to key responsibilities and objectives and participate in governance structure for the PeoplePulse Support Centre

REQUIREMENTS

• Bachelor's degree in engineering, business, or related field or commensurate experience required
• MBA preferred
• Minimum of five (5) years of HR process improvement experience required
• Knowledge and practical experience applying Lean principles
• Experience working with customer service technologies (e.g., case and knowledge management system, such as ServiceNow) preferred
• Experience coaching and mentoring teams / individuals on process improvement
• Experience facilitating numerous process improvement events
• Experience working in a contact / call centre preferred
• Strong problem solving & good critical thinking skills - enjoys challenges and has an "analytical mind"
• Excellent communication skills (verbal, written and presentation) and English language fluency
• Excellent time management skills with the ability to manage multiple projects
• Understanding of various operational excellence tools and methodologies and demonstrated ability to effectively use data in process experimentation
• Strong understanding of the importance of change management plans in CI work

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