Senior Manager, Quality Excellence (Business Process Transformation)

About Certis

We are a leading security services organisation. We put technology to work in making the world a safer place. Our mission is that as trusted partners, we protect lives and assets, and deliver integrated critical services. By empowering our people, our goal is to enable our communities to stay safe and thriving.

We offer a broad range of opportunities and career pathways for our people to grow and explore their potential. We believe that people, equipped with innovative thinking and technological capabilities will make the world safer, smarter and better.

Life at Certis

If you are a passionate individual looking for opportunities to expand your skills, and purposeful work instead of just a ‘job’, we would love to hear from you.

At Certis, no two days look alike. Our work calendars are filled with chances to collaborate with others, and bring new initiatives to life. Whether you’re looking to improve a process, or have an innovative idea awaiting a technology solve, we want you to bring your ideas to the table.

We are a close-knit team that looks out for each other, works hard to get the job done, and encourages each other to grow – the perfect place for you to grow your career!

Duties & Responsibilities

• Lead/co-lead complex transformation projects spanning the entire lifecycle – from strategy formulation through to execution using various Business Strategy tools, Lean Six Sigma methodology, Design Thinking, Problem Solving and Critical thinking skills to deliver quality and value-added services to the stakeholders. The tasks may include (not limited to) the following:
• Understand problem statement such as operational issues, customer experience, regulatory concerns etc.
• Understand Business vision and mission, business case, strategy, financial goals, business needs etc.  
• Work with Business Head to understand or co-design target operating models, organisation design, change management plan, workforce planning etc.
• Facilitate iterative ideation to bring about innovative solutions to meet desired outcome.
• Engage with various levels of people in the organisation including C-level and Senior Leadership Team to obtain buy in for proposed solutions and business outcomes.
• Work closely with working level in the business unit(s) to gather requirements and with IT to operationalise the selected solutions including mock-ups, development support and UAT.
• Instil continuous improvement mindset through working with key stakeholders to establish, review, and analyse the Key Performance Indicators that forms the fundamental of prioritizing and solving the problems at strategic level.
• Responsible for providing leadership, coaching and mentoring to the assigned departments. 
• Ensure departments projects pipeline is healthy to meet annual cost reduction targets.
• Responsible to ensure all projects are meeting ROI, solutions are sustainable, met regulatory requirements, properly approved at different stages with the tollgate committee, properly documented amongst other tasks.  
• Provide face-to-face/virtual trainings/workshops to company-wide audience from rank and file employees to Senior Leadership to ensure all staff speaks a common Quality language.

Skills & Experience

• Bachelor of Science in Project Management, Quality, Technology or Engineering related field is preferred.

•    Must have:

• Min. 5 years of Lean Six Sigma experience (Certified Black Belt preferred) and proven track record in leading and/or facilitating large scale process improvement and/or digital transformation projects.  May also include experience in other activities such as Planning, Implementing and Mentoring.
• Min. 5 years in customer service organisation, preferably, with functional knowledge in managing/improving complex end-to-end processes that cut across multiple departments/business units.
• Min. 3 years of Project Management experience in managing multiple projects with varying levels of management responsibilities and complexity.
• Exemplary interpersonal skills with an ability to:
• Influence, negotiate, and resolve conflicts to reach consensus around common goals
• Communicate at all levels to maintain relationships and cooperation in pursuing organisational goals.  

•    Good to have:

• Experience & exposure to Design Thinking and Digitalisation
• Pro-active, independent, result oriented, passionate and time management are essential to succeed in this position.

Recognition & Reward

What you can expect from us:

•    Work on world-class security projects renowned for their safety, reliability and efficiency
•    Commitment to your ongoing development, including on-the-job opportunities, formal programs and assistance with further education
•    Community volunteering opportunities
•    A competitive remuneration package, featuring performance-based incentives and a medical insurance and dental allowance.
 
Certis is committed to fostering an inclusive and diverse workforce culture, which is supported by our values. Our aim is to attract, develop and retain a truly diverse and high-performing workforce.