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Senior Director
Experian
Costa Mesa, CA, United States
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Description
The Sr. Director, Global Business Transformation is responsible for business transformation across all regions. Data Management and the related processes that support the data value chain are foundational to our business and a core component of our brand promise and a material investment for the business. Data Management and related value stream will be an initial area of optimization concentration for this role as we build Global process optimization capability into other areas of the business.
The successful candidate must be able to influence and manage at all levels, from the “executive suite to the production floor” and all layers in between. The candidate must be comfortable understanding and applying business strategy across Global Operations, consulting, application of automation technologies, influencing senior leaders, and giving direction at all levels within a Global Shared Service Center environment. Excellent verbal and written communication skills, a comprehensive knowledge and understanding of management and organizational principles and self-motivation are essential.
Principle Responsibilities:
• Understand, develop and apply Global strategies to optimize processes and drive standardization across Experian globally with an initial focus on data operations processes across regions enabling improved time to file and quality resulting in positive Client, Customer and financial benefits.
• Oversee and collaborate on the development, preparation, and presentation of productivity investment cases to ensure objectives, risks, benefits and approach are clearly articulated and embraced and regional and global levels.
• Assess, design and implement improvements using advanced technologies such as Robotic Process Automation (RPA) and advanced analytics such as machine learning.
• Aligning common practices and technology that should be used across regions to create operational scale.
• Performing assessments utilizing analytical skills to understand internal client environments and associated optimization opportunities using a structured framework to enable opportunities to be qualified quickly and accurately.
• Leverage Operational Excellence/Industrial Engineering tools such as Lean Six Sigma to enhance Data Management and related value stream activities such as Dispute Management.
• Support efforts to align to global standards for data management technology and processes that will allow Experian to leverage our scale by driving consistent practices and avoiding wasted cost/effort.
• Develop and deploy internal controls and organizational metrics dashboards.
Key Interfaces:
• Executive-level stakeholder engagement, explicit endorsement of recommended actions:
◦ Group-level and Business Unit executives (Regional CEOs, Presidents, Managing Directors).
• Collaboration and agreement on approach and recommended actions:
◦ Regional Process Improvement executives.
◦ Function Managers (onshore / offshore).
◦ External clients.
◦ Data suppliers and external consultants.
Required Critical Behaviors:
• Delivers excellent results aligned with strategic objectives that are measurable and sustainable.
• Good leadership attitude – positive and motivational during periods of uncertainty.
• Strong communication and interpersonal skills – authentic, honest.
• Good judgement; strong sense of discretion and confidentiality – builds and maintains trust.
• Creative approach to problem solving – collaboratively works through challenges.
• Ability to work across a variety of cultures – adaptable, respectful of differences.
• Extensive experience in Operations, Service industry and/or back-office functions, e.g.
◦ Data management – Strategy, Governance, Quality, Operations, Platforms & Architecture, Supporting Processes
◦ Decision analytics
◦ Sales operations
◦ Customer call centers
◦ Client service delivery
◦ Compliance, Audit, Risk, Legal
◦ Marketing and communications
◦ Finance, HR operations
• Proven success in partnering with global management and operations in driving business performance gains.
• Proven success in developing and executing business strategies, continuous improvement, analytics and advanced technologies to improve business performance.
• Strong leadership with capacity to balance empathy with determination, staunchly defending a strategic direction while considering the position of others.
• Participated in and/or led at least 25 projects at Black Belt level or related senior operational excellence/industrial engineering methodologies
• Designed, deployed and analysed VOC surveys and SWOT assessments
• Background in creating Global operational process standards and implementing into a corporate Shared Service environment
• Demonstrated mastery of Transactional Lean and Six Sigma tools or related operational excellence/industrial engineering methodologies
• Advanced data analytics
• Development of metrics and dashboard concepts
• Applied knowledge of modern technologies to automate transactional processes
• Change Management education and experience
• Demonstrated ability to transform an organization’s culture through process and metrics-driven performance
• Experience working with both large and small teams distributed within globally matrixed environment
• Business financial assessment and related business case development
• Advanced PowerPoint and presentation skills
• Advanced Excel skills (e.g., pivot tables, charting), SigmaXL and other statistical software knowledge.
• Visio and/or IBM BlueWorks for process mapping.
• Master’s Degree required (MBA, Industrial Engineer or equivalent)
• Six Sigma Black Belt certification from reputable program
• Minimum 5-10 years as a full-time BB and/or MBB with hands-on Lean expertise or equivalent operational excellence/industrial engineering methodologies
• Language proficiency: English (required), Spanish, Portuguese nice to have
• Ability to travel 25-50%