Senior Manager, Business Transformation

Responsibilities:

• In the role as Senior Business Transformation Manager you will identify, lead and drive several medium to large scale projects that will deliver decreased contact volume, increased revenue and world class customer experience for our clients customers.
• You will design, implement and maintain a measurement system that will prove the benefits of the enhanced solutions and demonstrate the potential benefits that can be accomplished through larger scale deployments.
• You will effectively visualize, communicate, and translate benefits and results to Executive and Senior Client team members in appropriate business terms and metrics.
• You will establish yourself as a thought leader on the delivery of customer service solutions including self-service, social media and other emerging digital technologies.
• You will foster and lead a culture in the insight and innovation team that drives agile innovation based on advanced analytics capabilities and detailed business insight, a culture that values the ability to learn from failed innovation ideas as well as from successes in other business units.
• You will capture the voice of business and voice of customer from senior leadership, business directors, and clients to align process improvement and innovation efforts to the support of strategic plans and associated KPIs.

Requirements:

• Fluent German and English speaker
• Master’s or Bachelor’s degree with emphasis in a technical field or business required.
• Black Belt or Master Black Belt certification required.
• COPC, Lean, DMAIC, Design for Six Sigma (DMADV), TRIZ, ISO 9000, Business Process Management, and Malcolm Baldrige National Quality Award (MBNQA) experience desired.
• Certified PMP desired.
• Minimum five (5) years of diversified business experience with specific experiences in areas of reengineering, productivity and operations.  
• Minimum five (5) years of process improvement and training experience as a Black Belt and/or Master Black Belt.  
• Strategic Thinking - Ability to engage in long term thinking, develop plans and forecasts, combine knowledge of industry and technologies with business needs to ensure both short and long terms needs are anticipated.
• Business Analysis - capable of converting data and basic business concepts into meaningful information that contributes to successful assignments aligned with key strategies, customer benefit, and competitive positioning.

Position Description:

• Effective decision-making, time management, project management and organizational skills required as evidenced by on-time, on-budget completion of project goals.
• Change Management - demonstrates extensive working knowledge of deployment and change management processes and exhibits leadership in establishing structured methodologies.
• Advanced working knowledge of PC MS Windows-based software and database software, with proficiency in Word and Excel spreadsheet applications and information extraction skills.  
• Demonstrated ability to learn systems, to access and manipulate data and model scenarios, independently, without relying on support personnel (beyond initial training).
• Demonstrated ability to influence through strong communication and presentation skills.  
• Internal Consulting - able to work independently or lead a consulting team to identify issues and develop resolution strategies.
• Facilitation - demonstrates facilitation skills mastery in challenging situations including facilitating meetings, processes and operations.
• Strong leadership skills with proven ability to facilitate cross-functional teams
• Ability to build strong working relationships with internal and external customers
• Demonstrated ability to effectively coach and train project team
• Ability to be flexible and quickly adapt to changing business needs and processes
• Equivalent education or experience may be substituted for any of the above