R2R Operations Excellence Lead

Role Description

• Oversees the identification, implementation, control, and sustainability of Continuous Improvement (CI), Digital, and Innovation initiatives within the R2R tower.

• Requires flexibility in working hours to ensure alignment with US time zones for effective global coordination.

• Occasional travel to other GBS Centers is expected to facilitate collaboration and knowledge-sharing.

Responsibilities

1. Lean & Six Sigma Methodologies Implementation

• Oversees the ongoing training, testing, and certification of employees in Lean and Green Belt methodologies.

• Manages the annual maturity assessment for R2R processes, ensuring continuous framework improvements, guiding teams through the scoring phase, and delivering actionable recommendations for implementation.

2. Process Management & Governance

• Collaborates with the R2R GPO to identify and drive process improvement opportunities.

• Oversees governance with Ops Excellence Ambassadors within Service Delivery teams, facilitating an ecosystem that prioritizes improvement ideas into "Just do it" actions, Lean projects, and Green Belt initiatives.

3. Automation Ownership Across R2R Processes

• Responsible for developing a comprehensive Automation Roadmap to enhance process efficiency.

• Collaborates with business analysts and developers to ensure automation initiatives are aligned with strategic business goals, driving measurable benefits.

4. Cross-Functional Collaboration in the R2R Tower

• Partners with Service Management, Program Management Office, and Center Leadership teams to ensure operational goals align with broader GBS objectives.

Personal and Social Skills

• Demonstrates strong results orientation by improving processes and executing tasks correctly.

• Challenges existing approaches and identifies opportunities for innovation.

• Understands business complexity and anticipates future needs.

• Develops, mentors, and motivates people.

• Shares expertise and collaborates with stakeholders to develop innovative solutions.

• Demonstrates ethics, integrity, and accountability.

Qualifications

Educational & Certification Requirements

• Bachelor's degree in Business, Operations Management, Engineering, or a related field.

• Lean Six Sigma certifications: Lean and Green Belt (mandatory).

Required Work Experience

• 8–10 years of professional experience, ideally within a GBS or BPO organization.

• 4–5 years of expertise in operational excellence, process improvement, or related functions, preferably with previous experience as a Lean Six Sigma Black Belt.

• Demonstrated Project and Change Management skills, with the ability to handle multiple tasks.

• Project Management degree, diploma, or certification would be an advantage.

• Proficiency in systems such as MS Project, Minitab, and Mural would be a plus.

Key Skills & Expertise

• Extensive knowledge of Lean Six Sigma methodologies and operational excellence principles, with the ability to mentor and coach teams.

• Exceptional leadership and collaboration abilities, effectively influencing cross-functional teams and stakeholders.

• Highly analytical mindset, with strong problem-solving skills and meticulous attention to detail.

• Excellent communication and presentation capabilities, with the ability to convey complex concepts to diverse audiences.

Strong R2R Domain Knowledge

• Knowledge of, and preferably hands-on experience with, month-end closing processes, financial consolidation, and reporting frameworks, ensuring efficiency and accuracy in financial statements.

• Ability to identify automation and GenAI opportunities in journal entries, reconciliations, and intercompany transactions, streamlining workflows and improving accuracy.

• Ability to track and analyze KPIs such as accuracy rates, timeliness, and productivity, leveraging Lean Six Sigma methodologies to drive improvements.

• Knowledge of regulatory requirements (IFRS, GAAP, SOX) and internal controls.