Sr. Manager Operations Excellence
3 weeks ago
Position Summary & ObjectiveThe
Senior Manager, Operations Excellence , identifies, develops and implements transformational business improvement initiatives globally that resolve current challenges and establishes structured techniques for executing improvements, creating a culture of critical thinking, innovation and success.
Essential Functions Performed by the PositionWork with the Director of Analyst Operations and Sr. Manager, Process & Training to define and develop the infrastructure needed to bring best practices in service operations, service model design, process optimization, and customer services for managed service operationsWorking closely with cross functional teams in Engineering and Product, create a prioritized and balanced portfolio of improvement initiatives with logical categorization, themes, and reward/risk/time characteristicsDefine practical implementation plans for improvement initiatives that combine pragmatic solutions, prototyping, de-risking, and rapid resultsRegularly report on the progression of initiatives, ensuring the integrity of target outcomes/benefits and resolving issues and risks quicklyIdentify and generate the data required to evaluate and improve analyst team performance, and enable clear and consistent reporting of system dataDrive the execution of improvement initiatives, adoption of new operational practices and ongoing culture of success through direct influence of diverse stakeholders
Knowledge, Skills and AbilitiesAbility to apply recognized structured problem-solving techniques, particularly in operational process contexts and service environmentsPractical knowledge of root cause analysis, value stream analysis/mapping, hypothesis/issue-based analysis, and operating model designUnderstanding of service management and service operations principles and methods, such as the hourglass model, ITSM, and ITILPractical knowledge of process principles and re-engineering e.g. how processes start/end with customers, results-oriented not process-orientedAbility to model, prototype, and evaluate alternative solutions and demonstrate the respective costs, benefits, and risks of alternative optionsStrong business case development skills and ability to clearly present quantitative and qualitative rationale for improvement and changeProven ability to lead cross functional and virtual teams, with highly advanced influencing skills and practical working practicesHighly self-motivated and resilient, able to work autonomously and in challenging environments that may be resistant to changeExceptional interpersonal and communication skills, as adept at working with front-line operational teams as with executive leadersAbility to apply strong project management and reporting disciplines, including agile ways of working and addressing ambiguity
Required Education and ExperienceBachelor’s degree in business administration, engineering, or related discipline10 years’ experience in operations management, process improvement or related fieldExperience in leading consultancy and/or in corporate roles in managed service businesses/service operations preferredProven track record of leading and executing successful process improvement initiativesDemonstrated ability to influence and lead change at all levels of an organizationExcellent analytical and problem-solving skillsStrong project management skills
Required Skills:Advanced Excel KnowledgePower BI ExperienceProject Management Experience
Preferred Skills:Dashboard Design ExperienceIntermediate JIRA KnowledgeProduct Development ExperienceExperience as Liaison between Product and EngineeringDatabase/Data Warehouse Experience
OpSec Security is a well-established and recognized global leader in the provision of physical, digital and online anti-counterfeiting and brand protection solutions. Employing approximately 1,000 colleagues it operates from multiple locations including business hubs in the USA, UK and has other sales and support offices in the EU and the Far East. OpSec is on a very steep growth curve with a big agenda embracing significant marketing opportunities. OpSec is on a very steep growth curve with a big agenda embracing significant marketing opportunities.
It is the policy of OpSec Security to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
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