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SR. DIRECTOR, PROCESS IMPROVEMENT & ENGINEERING
(Ref: 4941)
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Company:
Location:
Company Industries: |
Asurion
US-Tennessee-Nashville
Insurance, Telecommunications, Other |
Job Status:
Min Experience Level:
Compensation: |
Full-Time
10-15 Years Experience
Not Specified |
| Posted: |
Tuesday, August 28, 2007 |
Job Description:
Asurion, the largest global provider of value added services to wireless carriers and their subscribers, is searching for a leader to build and direct our Customer Care organization.
Asurion serves over 50 million end users through its partnerships with such wireless carriers as ALLTEL, T-Mobile, and Cingular Wireless (now AT&T Mobility). Asurion’s growth rate in the past 10 years, if compared to the fastest growing public companies, would be in the top 1%. Asurion’s growth and success is built on a foundation of shared values with clients: quality service, relationships, integrity and financial strength. Offerings include Handset Insurance Services, Roadside Assistance Services, Warranty Management and Equipment Maintenance, Debt Protection and Mobile Applications.
If you are looking for the type of environment where employees drive results and are empowered to impact the success of the company, connect with Asurion!
Lead business process team and all aspects of Business Process Improvement (BPI) execution for the Customer Care (Care) organization. Primary focus is on optimizing the Care processes, workflow, systemic interfaces, and communication / partnership with teams outside Care. Drive BPI efforts aligned with Care’s strategic priorities. Responsible for establishing appropriate methods and measures of BPI success through best demonstrated practices (BDP) and/or benchmarking with “Best-in-Class” call center organizations. Provides process design support for all product design / redesign activities. Develops and maintains business rules, processes, and workflow for all automated systems, including system interfaces. Lead needs assessment, strategic alignment and implementations to meet Care business objectives. Supports improvement, design and business control projects using appropriate BPI and/or six sigma methodologies. Recommends change / improvement in functions to maximize benefits to the company processes and enhance customer experience. Assigns tasks to BPI and cross-functional project teams and monitors activities to drive success. Provides input to management on team performance and suggests BPI approach based on business and customer priorities. Provides broad direction to successfully execute against Asurion and Care organizational objectives.
Principle Duties and Responsibilities:
Evaluates and recommends the direction the Care business unit will take to enhance business process improvement across all Care sites and functions.
Provides guidance and direction to meet team and business goals.
Secure and support Care’s organization commitment to process management and process ownership.
Develop and manage all aspects of process initiatives including, but not limited to process mapping, process design/re-design, and process improvement.
Document inter-departmental processes, linkages, and opportunities for cooperation.
Responsible for meeting and exceeding timing, goals, and objectives on assignments.
Creates / maintains dashboards, communication, and strategy to improve effectiveness.
Partners with teams on integrated efforts to enhance process effectiveness.
Coordinates analysis and data gathering processes and programs to establish costs and benefits of process effectiveness and efficiency.
Develops / delivers presentations to communicate proposals, initiatives and updates on BPI program and process initiative progress.
Demonstrates the strength of conviction to raise issues requiring additional support and reflects appropriate judgment to know when escalation is needed.
Establishes strong collaborative relationships with Client Services, Risk Management, Finance, Marketing, IT and Customer Care Operations.
Reflects functional understanding of company’s risk profile and the impact of product and process decisions on company’s core financial performance.
Proactively interface with Client Services to provide product information, competitive analysis, and training.
Design and maintain client oriented product presentations on operational improvements.
Track and analyze product performance utilizing financial data, sales trends, and industry information.
Actively participate in business process understanding and implications of initiatives.
Job Requirements:
10+ years BPI, process design, process mapping or equivalent experience
BA and MBA, or equivalent
Certified Six Sigma Black Belt or Master Black Belt a plus
Proven commitment to continued learning and remains current in BPI and/or Six Sigma discipline
Understands concepts underlying details, identifies potential errors, and makes decisions regarding future business needs
Advanced ability to persuade and influence others
Utilize appropriate BPI and/or six sigma methodologies (DMAICR, DMADV/DFSS, Process Management and/or Lean)
Advanced analytical, problem solving, and negotiation skills
Advanced BPI / Six Sigma, project management and program oversight experience
Proven people management experience
Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to a broad range of individuals including all key executives
Thorough consulting, facilitation, and presentation skills
Advanced organizational skills
Ability to identify and prioritize key customer issues to be addressed by projects and products
Thorough ability to recognize implications of business plans and decisions
Full working knowledge of various software and spreadsheet applications used in process mapping, process design / redesign, and workflow management
Superior teamwork skills, both as a leader and a team member, combined with a track record of success
High degree of personal ownership / accountability of all work products
Independent decision making skills
Strong people leadership skills both in direct reporting relationship and matrix-based leadership
Proven experience in operational process improvement
Intermediate to Advanced capabilities with Microsoft Excel, Word, and PowerPoint, especially related to financial modeling
Experienced in product management, development and implementation
A team player who can collaborate and build consensus across cross-functional areas.
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