Operational Excellence

Iterum is a leading nearshore customer contact management service provider with reach in Panama, Mexico, Colombia, Puerto Rico, USA, and Jamaica...

Job Summary:

The Operational Excellence Manager will be pivotal in enhancing operational efficiency and effectiveness for Client project. This strategic role involves collaborating closely with cross-functional teams to identify and implement process improvements, ensuring compliance with client requirements, and fostering a culture of continuous improvement.

Key Responsibilities:

• Process Improvement: Analyze current operations to identify inefficiencies and develop strategies for optimization. Implement Lean, Six Sigma, or other methodologies to enhance productivity and reduce waste. 
• Standard Operating Procedures (SOPs): Develop, document, and maintain SOPs to ensure consistency and quality across all operational processes.
• Client Liaison: Serve as a point of contact for clients regarding new implementations and business expansions, ensuring alignment with client expectations and contractual obligations.
• Compliance and Auditing: Conduct regular audits to ensure adherence to client requirements and internal standards based on MFA/SOW. Collaborate with recruitment and HR teams to address compliance issues and implement corrective actions.
• Risk Management: Monitor potential risks, including penalties, and work with operations to develop action plans to mitigate these risks.
• Cross-Functional Collaboration: Work alongside the Senior Operations Manager, and other departments to ensure cohesive operational strategies and execution.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of experience in operational excellence, process improvement, or a similar role within the BPO industry.
• Proficiency in Lean, Six Sigma, or other process improvement methodologies.
• Strong analytical, project management, and leadership skills.
• Excellent communication and interpersonal abilities.