The Business Transformation Lead will be a part of the Customer Demand and Transformation Chapter within UK , The Role mainly to drive process definition development and process maturity for all UK delivery processes by acting as Process Consultant and Advisor to all Chapters within UK.
In scope are both existing processes owned and defined by UK but also processes that require development or adjustment within the context of new product development.
The Role will play an important role in helping to foster culture of sustainable change through the creation and embedding of LEAN methodology, and the supporting framework, to deliver business transformation across all Key Stages spanning from Pre-Sales to Handover to Run. (Complete end to end Sell-Build-Run Model)
Process management spans all process levels up to the level of the work instruction to High Level Delivery Journeys but also an operational focus on delivery according to the expected KPIs and targets.
The Role required deep upstanding for all aspects of UK methodology and frameworks, from Product Design, to presales activities , then post sales and delivery activities , until project is handed over to transition and operations .
Robust understanding of Agile Spotify organizational Framework, with ability to integrate and blend with relevant Squads and Guilds based on the Chapter Strategic vision and business demands.
Process Development and Design
• Lead benefit case analysis
• Challenge process deep-dives and business requirements.
• Facilitate business stakeholder relationships.
• Strong Experience in the DFSS process methodology
• Strong hands-on experience in the DMAIC (Define, Measure, Analyze, Improve, Control) process
• To identify and deliver service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking
• Validate transformation dependencies and risks.
• Identify and document transformation dependencies.
• Deep dive analysis on business requirements.
• Production of as-is and to-be analysis.
• Responsible for enabling digital strategy delivery
• Key Accountability for identifying and driving Continuous Improvement initiatives that result in quantitative and qualitative improvements to costs, quality, speed and service of UK Delivery.
Continuous Process Improvement
• Define needed process improvement initiatives and align resources
• Maintain corrective action or improvement plans
• Lead respective improvement teams
• Strong Hand-on Experience in the DIMAC (Define, Measure, Analyze, Improve, Control) process.
• Strong Hand-on Experience in Lean process Management frameworks and standards
• To work with key business stakeholders from Different Chapters, to build a business transformation environment to support an ongoing programme of change
• To lead and facilitate LEAN/process improvement-based workshops to drive ideas and solutions
• To support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working
• To identify trends and process variations as part of establishing a continuous improvement monitoring system
• To assist in the development and implementation of a ‘best-in-class ‘continuous improvement strategy
• Engage in Business Change Squads to ensure Process Development
• Support the definition of SLA/SOW and metrics with Quality and Performance
• Provide a Root cause analysis and narratives based on Process Review or Data Driven Outcome
Process Monitor and Control
• Ability to setup proper control plans for the improved process
• Ability to establish the couture for adopting the culture for changes
• Ability to conduced trainings and onboarding for the new introduced process.
• Ability to plan, organize an trigger OCAP (out of control action plans) for all the improved process
• Key contact for escalation management in case of process issues or deterioration
• Maintains an active list of process improvement ideas, establishing an implementation schedule based on practicality, benefits & priority.
• Maintains awareness of comparable process performance in the industry and strives to achieve best in class
Presales and Project Management
• Good understanding for pre-sales, post sales models
• Good understanding for projectized organization
• Good understanding for projects delivery methodology and project life cycle
• Good understanding of different PMO functions (mainly Change Management, Scope Management)
• Good understanding of Service KPIs
Digital Tools
• Strong Knowledge in Microsoft Visio
• SharePoint Advanced capabilities Structure, Document & Record Management & Auditing,
• Microsoft Power platform Knowledge is a Plus.
• Sprint Knowledge for Azure DevOps platform and how to use it in the sprint planning and delivery.
Standardization & Business Consultation
• Ensure Vodafone standards and audit requirements are met & maintained (e.g. ISO9001)
• Provide process expertise in business decisions
• Implementing the 5S is a workplace organization methods and frameworks when applicable
• Implementation is Lean Kaizen philosophy within all process that are within scope
• Create and sustain collaborative working relationships with other stakeholders.
• Leadership and Stakeholder Engagement
o Proactively liaise with stakeholders/SPOC for data collation for SLT reporting & Dashboards
o Takes initiative in exploring the opportunities for CI through sources such as steerco meetings, Issue and escalations log, feedback from customer survey, survey, benchmarking data etc.
o Encourages and comes up initiatives to motivate the teams to both suggest and implement ideas for Continuous Improvement
• Culture Building
o Facilitate business stakeholder relationships across UK.
o Ensure communication and collaboration is achieved
o Ensure transformation governance
o Resolve conflicts between projects, functions and business units
• Projects Delivery and Business Transformation
o Extensive experience of the delivery processes, the delivery management processes and operational management experience
o Capability to manage an E2E or/and key process with a wide scope and a bunch of sub-processes/work instructions.
o Capable to lead/define/negotiate SLAs towards internal or external support organizations
o Ability to set-up, facilitate and lead service improvement/’Workout’ sessions with a range of business stakeholders(incl. Experience of process/value stream mapping)
o A ‘completer-finisher ‘taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success
o Hands-on experience of implementation of continuous improvement programs and Lean solutions
o Hands-on experience of large business transformation programmes and projects
o Experience of the whole project life cycle, able to operate in the initial conceptual design stage, in the depths of system testing, and at each stage in between
o Ability to be operate in a Scaled Agile using Spotify organization models
o Ability to influence the Tribes/Squads. Chapter managers to ensure proper adaptation for process changes
• Mandatory
o Master’s or bachelor’s degree in Engineering, Computer Science or equivalent
o Minimum 8years proven Business transformation and continuous improvement analytical experience from a similar role.
o Lean Six Sigma improvement methodology certificate (Preferred Green Belt Certificate from IASSIC, Quality America , or ASQ )
o Applying Statistical Process Control (SPC) methods and ability to perform root cause analysis.
o Strong understanding of Control Charts
o Applying Statistical Capability Analyses both Short- and long-term analyses to identify process capability index’s
o Strong expertise in BPMS deployments methodology
o Telecom experience is a plus
o Strong hand on experience in Minitab, SSPS, or equivalent statistical tools .
o Ability to work independently and to establish priorities
o Strong ability to raise and/or resolve issues
o Excellent analytical skills
o Excellent interpersonal skills
o Sets expectations, tracks and communicates results
o Creative and change-oriented
o Adaptability and flexibility
• Exceptional verbal and written communication skills
• Strong analytical and communication skills.
• Excellent verbal and written communication in English and local language as necessary.
• Good To have
o Six Sigma GB Certified
o Experience in deploying AGILE, PMP projects
o Past Experience of leading Continuous Improvement projects for telecom industry
o Past Experience of leading Business transformation projects for telecom industry
o Experience with survey management, forms, processes & analysis
o Financial literacy of approaches such as activity-based costing, labour variance, dashboards etc.
o Familiar with quality and business excellence tools and approaches such as Six Sigma, TQM, Lean, 5S, TOC etc.
o Understands data governance and how it works in relation to other organisational governance structures
o Telecom experience is a plus
o Experience of managing projects for customer operations business using lean, six sigma, AGILE, PMP methodology
o Ability to work independently and to establish priorities
o Certifications in any of the following is a plus:
o Statistics
o Project Management and Agile methodology
o Business Administration (Diploma, MBA)
o Data management