Business Excellence Senior Manager

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external clients
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry

• Ensures that the Business Excellence Team meets standards for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
• Designs and implements reports to establish patterns and trends as they may arise.
• Able to provide quantifiable data to all quality judgments that are made.
• Works with all Operations and Support Groups to drive change and improvement
• Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems
• Review and approve process and QC documentation to release processes for distribution
• Recommend the six sigma & lean projects in the organization

• Leads and guides Business Excellence Leaders in identifying proactive initiatives for business process improvements
• Recommends corrective services within client limits to adjust customer complaints.
• Provides continuous improvement of processes and systems.

• Handles and resolves resistance of the team to change as it involves conflicting views and opinions
• Develops and trains team members through coaching, providing work advice and motivation.
• Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.
• Conducts meetings; Expands knowledge through seminars and keeping abreast of current quality issues.
• Develops and trains team members through coaching, providing work advice and motivation.
• Interviews and staffs QA team, internal and external candidates.
• Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly).
• Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct.
• Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
• Conduct & mentor GB and PCS projects

• Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.

Curran Daly & Associates