Continuous Improvement Manager

**_Job Description_**

**Job Title**:
QTC BPI Program Manager

**Career Level:
Bachelor Degree with 8+ years of experience

**Location**:
Barcelona, Madrid, Bucharest, Prague, USA (optional)

**Job Summary**:
**Responsibilities**:

- Must demonstrate awareness, understanding, and support of strategic program goals and priorities. Responsible for improving overall QTC Shared Services effectiveness by identifying, recommending, and driving new programs, processes, and tools. Gains commitment, alignment and engagement in QTC Shared Services strategy.
- Ability to identify defects in QTC processes, procedures, and tools and gather the necessary data to analyse in order to determine the ultimate root cause(s).
- Ability to design solutions that will improve or correct defects in QTC processes, procedures, and tools. This can include the utilization of various analytical tools to streamline/redesign a process or procedure, or documenting business requirements to reduce manual tasks.
- Collaborate with QTC, and BU associates, as well as other stakeholders to review multi-departmental current state processes, procedures, or tools and as a team to develop innovative strategies to implement for multi-departmental future state improvements and new solutions. Ensure that all new products and features are rolled out with comprehensive, automated end-to-end solutions.
- Maintains a strong knowledge and high-level awareness of industry standards and best practices, applicable to QTC processes, procedures, and tools.
- Understands business needs and participates as a QTC decision maker and/or Project Lead in the implementation of new or revised ADP products, programs and /procedures. During the process, ensures alignment with the needs of the key stakeholders.
- Collaborates with QTC leadership and other key BU stakeholders to ensure QTC program(s) align to strategic initiatives to improve the client experience. Proactively communicates strategy, direction and results with QTC and BU leadership.
- Functions as the approver of record and accountable for ensuring all functional areas are represented on the project and understands the impact on the business and key stakeholders when assessing and approving changes to program scope and/or deliverables.
- Serves as liaison amongst QTC and BU leadership and other key stakeholders to gather and analyse business requirements. Accountable for the completion of the business requirements, understanding the client and associate impact, monitoring benefit realization and achieving the strategic vision of the program.
- Designs the methodology for reporting the progress of initiatives. Analyses success criteria and monitors progress as dictated by project(s) scope.
- Identify critical issues and removes obstacles to ensure successful project(s) completion. Function as the decision maker on issue prioritization and resolution.
- Responsible for ensuring the program remains within budget and reports deviations to the appropriate BPI Team Lead.
- Responsible for the identification, development, implementation, governance, and monitoring of all processes, procedures, tools, and metrics that impact the QTC teams as well as making recommendations for improvements. Provides the framework and strategy for a quality client experience. Monitors key metrics and sponsors efforts and/or projects to address improving one or more key metrics and optimizing the field associates experience and talent development.
- Responsible for developing business cases, recommending programs for prioritization based on strategic alignment and securing funding.
- Identifies and recommends QTC Shared Services tools, initiatives and organizational structures to meet changing client and associate demands.
- Responsible for key decisions and actions in the program life cycle. Accountable for understanding the business requirements and the business impact on clients and associates. Acts as the final escalation point for the project teams when faced with possible delays, issues and conflicts.
- Background in software development with experience in product lifecycle management

And/or program management is preferred.
- Owns product strategy and roadmap to enable an ever-evolving Agile environment.
- Owns and maintain backlog, prioritizing user stories according to budget, capacity and business needs. Ability to work in a high-speed arena with constant changes to the environment.
- Organizational and leadership abilities with excellent communication skills.
- Problem-solving aptitude with creative thinking skills. Experience or certification in Six-Sigma, Kaizen or any other continuous improvement methodologies is a plus.

**Reports & Performance Metrics**:

- Reports to: DSO Continuous Improvement Director
- Supervises: None

**Education & Experience**:

- Degree or Equivalent: Bachelor's Degree
- Major Area of Concentration: Program/Product Management

**People Management**:

- Works well with multidisciplinary and interna