Description

Assist operations by tracking, documenting, and reporting service quality levels KPI. Focus on yearly given goals and targets, particularly the full approval of SOPs (Standard Operating Procedures), ensuring all parties involved remain engaged until completion within the agreed timelines. Identifying and resolving workflow and production issues Develop improved standards for production level work. Maintain centralized issue log, non-conformance processing through records and tracking systems, including root-cause analysis and corrective actions. Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes. Liaise with CoE ERM Risk Stewards and ERM Leads to ensure risks are reported and action plans are initiated to mitigate any danger to CoE and operations. Manage customer satisfaction survey distribution, data collection and report and ensure follow up actions are implemented. Maintain centralized COE book of work for process improvement initiatives. Maintain and build dashboards for service quality. Collaborate with regional leadership and work closely with the regional teams to align on quality improvement initiatives. Investigate service quality issues and ensure resolution in accordance with SLA requirements. Instill a culture of continuous quality improvement throughout the organization. Desired Skills and Experience Strong strategic planning, process re-engineering experience and project management skills with the ability to prioritize and delegate effectively. Minimum 7+ years of experience in Lean Six Sigma or related continuous improvement areas, with relevant experience from multi-national organizations. Proven track record of successfully leading quality monitoring and change initiatives within complex organizations. Excellent data collection and analysis skills Strong communication, stakeholder management and presentation skills, experience in communicating with all levels of stakeholders, in person and remotely. Experience in change management, stakeholder management, and influencing people without authority. Must have worked in a matrixed organization, with a strong track record of meeting deadlines in a fast-paced environment. Must have strong exposure to the functioning of the program management office, standardization of processes, tools, and associated governance. Must have: Fluent in English (verbally & written) Strong Microsoft skill sets, with working knowledge of tools such as Power BI and PowerAutomate Ability to be proactive and take initiative. Ability to perform under pressure and to adjust plans to meet changing needs and requirements. Ability to summarize and clearly communicate issues, develop recommendations and make decisions. Strong attention to detail, excellent organization skills and structured approach Team player - energetic and enthusiastic Familiarity with financial and accounting reporting systems will be an added advantage. Previous work in an international team environment, with multiple stakeholders. Experience with direct real estate investments will be an added advantage. Goal oriented and hands on mentality, highly motivated to take ownership and drive initiatives with minimal direction.

Role and Responsibilities

• Assist operations by tracking, documenting, and reporting service quality levels KPI. Focus on yearly given goals and targets, particularly the full approval of SOPs (Standard Operating Procedures), ensuring all parties involved remain engaged until completion within the agreed timelines. Identifying and resolving workflow and production issues Develop improved standards for production level work. Maintain centralized issue log, non-conformance processing through records and tracking systems, including root-cause analysis and corrective actions. Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes. Liaise with CoE ERM Risk Stewards and ERM Leads to ensure risks are reported and action plans are initiated to mitigate any danger to CoE and operations. Manage customer satisfaction survey distribution, data collection and report and ensure follow up actions are implemented. Maintain centralized COE book of work for process improvement initiatives. Maintain and build dashboards for service quality. Collaborate with regional leadership and work closely with the regional teams to align on quality improvement initiatives. Investigate service quality issues and ensure resolution in accordance with SLA requirements. Instill a culture of continuous quality improvement throughout the organization. Desired Skills and Experience Strong strategic planning, process re-engineering experience and project management skills with the ability to prioritize and delegate effectively. Minimum 7+ years of experience in Lean Six Sigma or related continuous improvement areas, with relevant experience from multi-national organizations. Proven track record of successfully leading quality monitoring and change initiatives within complex organizations. Excellent data collection and analysis skills Strong communication, stakeholder management and presentation skills, experience in communicating with all levels of stakeholders, in person and remotely. Experience in change management, stakeholder management, and influencing people without authority. Must have worked in a matrixed organization, with a strong track record of meeting deadlines in a fast-paced environment. Must have strong exposure to the functioning of the program management office, standardization of processes, tools, and associated governance. Must have: Fluent in English (verbally & written) Strong Microsoft skill sets, with working knowledge of tools such as Power BI and PowerAutomate Ability to be proactive and take initiative. Ability to perform under pressure and to adjust plans to meet changing needs and requirements. Ability to summarize and clearly communicate issues, develop recommendations and make decisions. Strong attention to detail, excellent organization skills and structured approach Team player - energetic and enthusiastic Familiarity with financial and accounting reporting systems will be an added advantage. Previous work in an international team environment, with multiple stakeholders. Experience with direct real estate investments will be an added advantage. Goal oriented and hands on mentality, highly motivated to take ownership and drive initiatives with minimal direction.