The Business Process Improvement Specialist is a dedicated resource responsible in leading, managing and delivering process-specific improvements that will help both local and in-country stakeholders to effectively manage Operations and its impact to Ingram Micro’s business
- Ensure that process-specific improvements will have realized benefits through hard/soft savings, in-country savings and mostly, performance improvement (of the process and/or associates)
- Level of complexity of projects are at the least at intra-Center level
- To identify Business/COE related projects/opportunities independent and also working with the Operations Management team and solve them to stakeholder satisfaction.
- Provides advice on process improvement initiatives, principles, tool and skills
- Evaluates feasibility, manageability of identified projects
- Coaches team on the use of Six Sigma process improvement philosophy (i.e. Lean, Six Sigma, PMI)
- PMO/Monitor progress of project and deliver intended results.
Section 3: Responsibilities, Supporting Actions & End-Results
Major Responsibility: Value Stream Mapping
Supporting Actions: Work with process owners, associates and support groups to analyze the current state of the process along with identifying each step’s timeline
End Results: Design a future state of the process and eliminate wastes and improve efficiency of the process
Major Responsibility: Establish and Measure
Supporting Actions: Be instrumental for the core business / process to identify deliverables that fulfill the needed business capabilities; estimated duration, work effort and resources needed
End Results: Objectively measure the performance of the process through key indicators that represents the success of Ingram Micro’s business
Major Responsibility: Process Improvements; Efficiency and Optimization
- Process analysis for delivering on Business Benefits
- Responsible for recommendations to correct broken process, improve the customer/vendor experience, reduce process time, etc.
- Optimizing existing business and implementing tangible business improvement benefits and realization & tracking thereof
End Results: Improve processes and measure its success through end results such as efficiency and optimization of work which will and should result to positive financial impact
Major Responsibility: Project Management
- Monitoring of SLA’s, projects, process improvements and miscellaneous other items
- Supporting Program/Project Managers in implementing elements of the company changes
- Recommends solutions and controls, and implementing approved recommendations
- Provides necessary support for Process Mapping Workout
End Results: Effectively manage all open projects and action items for a specific process and team – put in toll gates and controls, implementation and closure. Closure of such projects should result to realized savings.
Section 4: Decision Making Authority Level
Guidelines: Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position’s advice.
Decisions free to make:
- Project Management Decisions
- Validity of process-specific project
Explain the decisions that depend on position’s advice:
- For effective project management and process improvement, a BPI specialist can make decisions but are limited to the technical aspect of project management. Any decision that can directly impact the process will still be the responsibility of the process owner
Section 5: Scope/Dimensions
Guidelines: List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).
- % of SLA Established vs # of processes that don’t have SLAs
- % of Projects completed in time (based on initial timelines provided)
- Project / Process Stakeholder Satisfaction
- Realized Savings (Soft Savings and Performance Improvement)
Section 6: Job Qualifications and Educational Requirement
Guidelines: Provide the education, experience, skills and competencies necessary to perform the position.
- Formal education or training required; such as degrees, courses of study, certification. E.g. Bachelor’s Degree, Six Sigma Training
- 2-3 years in Supervisorial role in a BPO / SSC company; At least 2 years of experience in process improvement, Quality analysis or change delivery
- Has knowledge and has experience in application of Process Improvement methodologies, root cause analysis tools, etc.
- Skilled in project management, leading, conflict management, financial analysis,
- Intermediate skills required in MS Office, particularly Visio, PowerPoint, and Excel. Entry level knowledge on MS Access and Visual Basic will be a plus.
- Excellent verbal and written communication skills are required to advise management and staff of status on work and potential issues; Proven Ability to effectively interact with all levels within the organization
Section 7: IM Competencies
Guidelines: Provide the IM Competencies necessary to perform the position.
- Collaboration & Influence - Participates in open dialogue with peers and across groups. Actively recognizes peers who have contributed towards achievement of goals. Engages with others in a way that values, encourages, and supports diversity of experience, background, behavior, and style. Takes the initiative to resolve issues with peers prior to escalating.
- Results Oriented - Achieves goals; overcoming obstacles while remaining calm and composed. Is able to achieve multiple goals at the same time with limited supervision. Demonstrates a sense of urgency; applying solutions to address inefficiencies to achieve better results. Delivers the highest-quality products/services; consistently meeting SLA's Exerts additional effort to meet, and often exceed, deadlines and goals.
- Change Agent - Comfortably takes actions in fast-changing, unpredictable situations. Open to new ideas and innovative approaches. Accountable for personal behavior as part of change. Persistent in the face of challenges and setbacks during change. Recognizes the value of change management; anticipating unstated needs, including the need to change. Assumes ownership and adjusts approach accordingly to respond to change when faced with obstacles.
- Strategic & Global Mindset - Discusses various viewpoints and potential impacts to accurately determine future outcomes. Looks toward the broadest possible view of an issue/challenge. Talks about possibilities and is optimistic about the future…
- Customer Mindset Top of Mind - Understands how the business works, and which tactic will most benefit the customer. Prioritizes based on customer challenges, needs and business drivers. Establishes and maintains effective relationships with customers and gains their trust and respect. Is dedicated to anticipating and meeting the expectations and requirements of internal and external customers. Probes for understanding in order to better advise customers on unstated needs. Provides clear and timely information so stakeholders can make accurate decisions
- Judgment & Decision Making - Applies logic to solve difficult problems with effective solutions, even in the face of uncertainty. Proactively seeks input, separating opinion from fact, to make timely and well-informed decisions. Anticipates the consequences of a decision/action. Escalates risks associated with decided upon actions.