Expected Qualifications

• Lean Six Sigma certification (e.g., green belt, black belt, master black belt, or other)
• At least 7 years of experience in Lean Six Sigma or related continuous improvement areas
• Experience in change management, stakeholder management, and influencing people without authority
• Experience in managing Lean Six Sigma projects and driving results
• Strong oral and written communication, interpersonal, presentation and organization skills.
• Ability to communicate with all levels of staff, management, and senior leadership
• Proven ability to work in ambiguity
• Highly motivated to take ownership and drive initiatives with minimal direction
• Demonstrated ability to lead and motivate teams of 3 or more high performing individuals Capacity to think strategically and innovatively.

Major Duties

• Manages day to day training operations, ensuring the departments’ requirements are being attained
• Provides supervision as needed to assigned Training staff
• Takes a leadership role in the continuous evaluation and improvement of training methods, communicating with staff, identifying their training needs, staying abreast of innovations in training techniques and encouraging a learning and improvement culture
• Ensure Training’s framework is in place and coordinated across stakeholders
• Assess Training issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
• Collaborates with all programs/markets to ensure a consistent standard in Training
• Ensures performance and behaviors support the programs’ (WeSolveCX and Shared Services) performance quality improvement goals.
• Plays a key role in the onboarding process for new hires by providing training in documentation requirements, including contract requirements and program/market procedures and guidelines
• Completes quarterly Training Needs Assessment, provides results to stakeholders and coordinates training accordingly
• Provides ongoing training for staff on documentation, best practices and procedural updates and provides ongoing training and guidance for supervisors and managers to best support staff. Creates and maintains resources for staff and their supervisors to reference.
• Works with Clients on change management process, tools enhancements, and workflow amendments
• Develops presentations for senior management to facilitate discussions on project or program progress, results and assistance needed from them
• Provides hands-on support to Project Managers and Associates
• Recognize when there are obstacles preventing others from achieving their goals and readily intervenes and finds resourceful ways to remove them.

Salary Scale

The successful applicant will receive an attractive renumeration & benefits package.