Continuous Improvement

1 day ago

Dublin, Ireland ResMed Inc Full time

Continuous Improvement & Project Manager - Customer Service

Apply locations: Didcot, United Kingdom; Munich, Germany; Saint-Priest, Lyon, France; Dublin, Ireland

Posted on: 8 Days Ago

Job requisition id: JR_038962

We are looking for our future Continuous Improvement & Project Management Office Lead (CI & PMO Lead) for our Customer Service teams.

The role is a global position and is offered remotely as we provide flexible working solutions.

The role reports into the Global Customer Service Enablement team (GCSE).

The mission of the GCSE team is to empower customer service agents with cutting-edge tools, training, and resources. We leverage analytics, optimize workforce management, and continuously improve processes to deliver customer-centric and remarkable service, ensuring customers love us.

This role is pivotal in driving operational efficiency, strategic project management, and continuous improvement across our global service operations.

Let's talk about the Role:

The CI and PMO Lead for Global Customer Service at ResMed will play a crucial role in enhancing operational efficiency, ensuring project alignment with strategic goals, and fostering a culture of continuous improvement. This role involves leading and managing key projects, collaborating with cross-functional teams, and implementing improvement initiatives that elevate customer satisfaction and service quality.

Let's talk about the Responsibilities:

Continuous Improvement:

1. Identify opportunities for improvement within customer service operations and develop strategies for enhancement.
2. Lead and facilitate continuous improvement initiatives using Lean Six Sigma and other methodologies.
3. Analyze data to identify trends, root causes, and areas for process optimization.
4. Implement standard operating procedures (SOPs) and best practices to ensure consistent service delivery.
5. Collaborate with cross-functional teams to foster a culture of continuous improvement.
6. Track and report on the progress of improvement projects, ensuring alignment with organizational goals.

Project Management:

1. Manage the end-to-end delivery of key projects within the Global Customer Service Enablement team.
2. Develop project plans, timelines, and budgets, ensuring projects are delivered on time and within scope.
3. Coordinate with stakeholders to define project objectives, deliverables, and success criteria.
4. Monitor project progress, identify risks, and implement mitigation strategies to ensure successful project outcomes.
5. Lead project teams, providing guidance and support to ensure effective collaboration and execution.
6. Communicate project status, milestones, and outcomes to senior management and stakeholders.

Let's talk about the Goals:

1. Mentor and coach regional Customer Service leaders in adopting and understanding continuous improvement methodologies.
2. Ensure alignment with the Global Customer Services and wider ResMed Quality Management System, policies, and goals.
3. Drive measurable improvements in process performance and customer satisfaction within six months of project implementation.
4. Collaborate with the Global Customer Services and wider ResMed network to reduce the employee effort score for GCS daily operations and improve CSAT.

Let's talk about the Challenges:

1. Leading a role within a complex organization undergoing significant change.
2. Addressing a lack of alignment in processes and systems across countries and regions.
3. Supporting the integration of fragmented systems during an expedited transformation plan.
4. Ensuring process consistency and project success across a global business with varying regional practices and priorities.

Let's talk about Qualifications, Skills, and Experience:

Required:

1. Extensive experience in continuous improvement methodologies such as Lean, Six Sigma, or similar frameworks.
2. Proven experience in project management: implementation and execution of improvement initiatives.
3. Strong background in process analysis and improvement.
4. Ability to navigate fragmented systems and work in an environment undergoing significant change.
5. Strong communication skills and the ability to influence stakeholders across different regions and functions.
6. Expertise in performance management and the ability to implement and track key metrics.
7. Proven experience in training others to succeed with measurable results.
8. Lean Six Sigma Black Belt certification or equivalent.

Preferred:

1. Experience working in a global customer service environment, particularly within healthcare or technology sectors.
2. Experience with large-scale system transformations and process standardization across multiple geographies.
3. Strong understanding of customer service operations in a multi-regional, multi-lingual context.
4. Knowledge of ResMed’s systems and processes is an advantage but not a necessity.
5. OCEB2 certification or experience using BPMN.
6. Prince2 certification is a plus.
7. Working knowledge of Celonis or equivalent platform.

Additional information:

1. At Resmed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organisation.
2. Working from home flexibility.
3. You also have access to a referral bonus and to ResMed's preferred shareholding programme.
4. Competitive benefits (Pension, Long-Term Illness Protection, Health Insurance...)
5. Internal career opportunity - joining an international fast-paced and massively growing company.
6. ResMed is an Equal Opportunity Employer.

OK, so what's next?

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now

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