Manager - GPS Innovation & Excellence

About the role

As the Manager, GPS Innovation & Excellence, you will play a key role in shaping the future of Global People Services (GPS) by driving technology-enabled transformation, continuous improvement and operational excellence initiatives. Working closely with global stakeholders across HR, Digital, HR Technology and HR Operations, you will lead projects that improve efficiency, enhance the employee experience and deliver measurable business outcomes. From process optimization and automation to change management and capability development, you will help identify innovative solutions that simplify how we work and enable GPS to deliver outstanding service to employees worldwide.

Key Responsibilities:

• Drive the delivery of Global People Services (GPS) strategy initiatives, including technology implementations, continuous improvement projects, process optimization, automation and Carrier excellence (Cx) activities that improve the efficiency, quality and employee experience of our GPS operations.
• Partner closely with the AME GPS Hub Lead through a strategic dotted-line relationship, supporting regional continuous improvement initiatives, Kaizen activities, operational excellence programmes and capability development, while ensuring alignment with the GPS Innovation roadmap
• Lead the planning, co-ordination and delivery of cross-functional projects, ensuring appropriate governance, stakeholder engagement and agreed deliverables are completed on time, within scope and with measurable business outcomes
• Provide strategic recommendations to GPS Leaders on operational priorities and roadmaps
• Identify opportunities to simplify, standardise and automate operational processes through the effective use of technology, improving the quality, efficiency and scalability of GPS services. 
• Analyse operational performance, customer feedback and project outcomes to identify improvement opportunities, track benefits realisation and support data-driven decision making.
• Partner with global stakeholders such as HR Technology, Digital, Process Owners and Operational teams to translate business requirements into scalable technology-enabled solutions
• Lead and co-ordinate the implementation of digital solutions across the GPS ecosystem, ensuring successful deployment, stakeholder engagement and operational adoption
• Championing a culture of continuous improvement by identifying opportunities to enhance processes, improving colleague experience and increasing operational efficiency through data-drive decision making
• Coordinate improvement activities including Kaizen events and RRCA investigations, ensuring actions are delivered, benefits realized and lessons learned are embedded into future ways of working
• Lead cross-functional workshops to define future-state processes and solution design
• Support organizational change by developing communication plans, training approaches and adoption activities that enable successful implementation of new processes and technology.
• Determine project priorities, solution recommendations and implementation approaches with limited oversight, balancing operational requirements, customer experience and business outcomes. 
• Compliance and maintenance of the CX operating procedures and quality management systems (assessments, training, CX certification) across GPS Lead the implementation of process certification projects 

Requirements

• Bachelor’s degree or equivalent experience
• 5+ Year experience in continuous improvement, operational excellence, project delivery or transformation
• Strong project management, planning and organizational skills
• Excellent analytical and problem-solving capability with the ability to interpret data and make evidence-based recommendations
• Fluent spoken and written English, business level
• Lean Six Sigma or equivalent Continuous Improvement qualification
• Knowledge of Agile project delivery methodologies
• Experience with automation, AI, Power Platform of business intelligence tools

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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