Continuous Improvement Expert

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

[Operations Efficiency Lead] Continuously identify, drive, and deliver programs that will improve CFS’ operational competencies.

[Tools & Automations Lead] Manage the tools ecosystem being used in CFS, both internally and externally managed.

Duties And Responsibilities

[Operations Efficiency Lead]

• Responsible for identifying/documenting the current pain points of the business process/operations.
• Leads business process streamlining and reengineering to improve productivity
• Responsible for leading and driving the improvement programs to solve various pain points and gaps in the business process/operations
• Helps CFS achieve sales, installation, repair, and migration objectives
• Monitors and ensures service level compliance of all CFS activities
• Ensures operational expenses are within budget
• Ensures all install, repair, and migration activities are covered before a project is launched
• Builds and sustains strong relationships with other support groups
• Decides and implements strategies to address operational issues
• Leads process enhancements
• Manages major CFS projects and leads readiness activities for involved CFS groups
• Leads investigation of escalated issues
• Identify and resolve any partner compliance issues with regard to the process.
  
  
  

[Tools & Automations Lead]

• Manage the tools ecosystem being used in CF,S both internally and externally managed.
• Leads the development of tools that would drive efficiencies in the operations
• Ensure that the tools being used are up to date is configured correctly & integrated into the CFS operations
• Ensure the readiness plan is created and executed for any tool adoption
• Ensure to implement security and data protection solutions for any tools / automations being delivered
• Assess and prioritize feature/automation requests
• Liaise with external parties for any needed assistance from the MS/DevOps
• Ensure sign-offs for every tool’s / automation's development milestones
• Liaise with the training team / PnP for any tools training required to ensure complete adoption and compliance
• Identify and resolve any partner compliance issues with regard to the tools
  
  
  

KPIs

[Operations Efficiency Lead]

• Install / Repair within SLA
• Installation Flowthrough within SLA
• TAT for raised tickets
• Internal Customer Satisfaction
  
  
  

[Tools & Automations Lead]

• The fall-out/fault rate decreases
• System Issues with significant business impact
• Internal Customer Satisfaction
  
  
  

Top 3-5 Deliverables

[Operations Efficiency Lead]

• Regular review of process handling and continuous process improvement to support the strategic imperatives of the business
• Gatekeeper of CFS process documents ie, process maps, PPMs, and work instructions
• Apply Six Sigma methodology in process improvement and design to address blockers to best-in-class servicing.
  
  
  

[Tools & Automations Lead]

• Regular review of tools handling and continuous process improvement to support the strategic imperatives of the business
• Apply Six Sigma methodology in process improvement and design to address blockers to best-in-class servicing.
• Requirements Traceability Matrix
• Project PlanS
  
  
  

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.