Continuous Improvement Manager

ABOUT FOUNDEVER

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

DEPARTMENT SUMMARY

The Continuous Improvement (CI) function enhances organizational processes and outcomes through ongoing analysis, automation, and innovation. CI supports transformational solutions, collects and analyzes data to identify improvement opportunities, and leads the Success Program deployment. By addressing inefficiencies and fostering a culture of continuous learning, CI ensures the organization remains agile and competitive. Collaborating with the Performance function, CI drives the adoption of digital technologies, maximizes profitability, and minimizes risk for clients and assesses the impact of solutions.

JOB SUMMARY

The Manager Continuous Improvement leads CI initiatives using Lean Sigma/DMAIC frameworks to identify opportunities to optimize the performance of the organization. In collaboration with stakeholders, the role will prioritize tasks and projects effectively to enhance efficiency, reduce waste and drive business growth leveraging technology and AI.

DUTIES AND RESPONSIBILITIES

Continuous & Process Improvement:

• Identify opportunities/issues, define and manage continuous improvement projects using the Lean Sigma/DMAIC framework.

• Meet cost saving, new revenue targets (Incentives or Penalties) or KPI improvement targets by using Lean/Six Sigma methodology (primarily) or others within the assigned business unit.

• Prioritize tasks / projects effectively through regular operational collaboration with stakeholder leaders.

Health of the Client & Success Metrics

• Utilize resources cross-functionally to create solutions and understand the connection between operational improvements (machine productivity, labor productivity, lead time/turnaround time, quality, backlog, capacity, etc) and financial KPIs.

Change Management

• Facilitate smooth transitions during process changes, ensuring buy-in from stakeholders, and mitigating resistance.

• Partner with leadership development and training teams to encourage a culture of learning and development to foster innovation and adaptability.

• Communicate and interact to guide how to improve, approach, identify, and understand root cause drivers to performance sharing insights and best practices through the Success Program and adoption of AI and digital technologies.

Technology Intergration

• Leveraging technology solutions and AI to automate tasks, streamline workflows and improve data analysis for informed decision making.

• Improve existing models by implementing innovative solutions for client operations and internal/support services (HR, Finance, WFM, Reporting, Talent Acquisition) to maximize profitability and demonstrate financial acumen.

Other Duties

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.

• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement.

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information Assets as per the Company’s policy.

QUALIFICATIONS - EXPERIENCE

• Experience with various types of improvement approaches:
Continuous improvement projects and Kaizen events.

• Min 3 yrs Contact Centre management experience.

QUALIFICATIONS - EDUCATION

• Bachelor’s Degree or equivalent

QUALIFICATIONS - SKILLS & COMPETENCIES

• Good management of key financial metrics, such as cost, gross margin, and…