Shared Services Team Lead 2

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and, at the same time, promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

Purpose

The position of Business Process Analysis Lead and Lean Expert is integral to enhancing the operational effectiveness of both the Finance Department and the Department of Support and Digital Transformation. This role entails a thorough analysis of business processes, employing lean methodologies to significantly improve efficiency in service delivery.

The expert applies techniques from Lean, Six Sigma, and Agile methodologies to establish standardized solutions for both regular operations and emergency situations. A primary focus of this role is the identification and reduction of waste, which is essential for optimizing operational efficiency. Through various analytical techniques, the expert seeks to identify and eliminate non-value-adding activities, thereby enhancing quality, reducing costs, and increasing customer satisfaction. Collaboration with key stakeholders is fundamental to this role, facilitating the analysis of data and the development of effective process improvement strategies across the organization. The overarching goal is to cultivate a more streamlined, agile, and resilient organization capable of delivering high-quality services to stakeholders.

This expert leads a team composed of analysts and quality control professionals, fostering an environment centered on continuous improvement. They engage with essential stakeholders, including Business Process Owners and Service Delivery Managers, to ensure that business requirements are clearly articulated and addressed. Additionally, the expert is responsible for the strategic planning, monitoring, and delivery of services by the team, ensuring that established key performance indicators (KPIs) are consistently met.

Relationships

• Internally, interacts within the FAD, SDT and FSS, third-level support, business analysts, business process owners, field delegation, and other staff within the GSS.
• Externally, interacts with "clients" from other departments that need relevant services. It also includes consultants when needed, in accordance with the service-level agreements (SLAs).

Accountabilities & Functional responsibilities

• Process simplification and standardization: In collaboration with the métier business process owners, the holder of the position will lead efforts to simplify processes by eliminating waste and standardizing operations across headquarters and field locations, making local modifications only when necessary. This includes conducting process analysis to arrive at the future state of the evaluated process to enhance overall service quality and efficiency.
• Process documentation and compliance: Document and analyze current state processes, identify process owners and key roles, and pinpoint pains for improvement, ensuring a comprehensive understanding of existing workflows. S/he also ensures that all business processes are thoroughly documented, up-to-date, and compliant with ICRC's standards and regulatory requirements, facilitating best practices in process adoption.
• Process automation and digitalization: Identify opportunities for technology integration to automate manual tasks, reduce errors, and enhance data-driven decision-making.
• Quality control and performance management: Lead initiatives to ensure that all services meet established key performance indicators (KPIs) and quality standards. This includes regular monitoring of system performance, resolving customer issues, and addressing escalated cases while collaborating with the Service Delivery Manager for complex challenges.
• Critical process enhancement identification: Utilize Business Process Re-engineering and Six Sigma methodologies to pinpoint critical processes needing revamps or enhancements.
• Stakeholder engagement, management, and communication: Engage collaboratively with key stakeholders to ensure that process improvements are aligned with business needs and effectively communicate findings and recommendations at all levels.
• Continuous improvement culture development: Promote and implement mechanisms for continuous feedback and improvement within the organization, ensuring that teams adapt lean methodologies and maintain a focus on quality control. The tasks also contribute to create a shared knowledge base within the team and training new members and different stakeholders, helping them to adopt Lean and Six Sigma methodologies effectively. Collaborate with the Service Delivery Manager to implement improvement recommendations and update local procedures or manuals to reflect best practices and enhance operational effectiveness.
• Operational trend monitoring: Monitor operational trends to proactively identify opportunities for organization-wide process improvement and provide actionable recommendations based on data analysis.
• Project Management: Oversee project planning and execution related to process analysis and improvement, ensuring timely delivery and stakeholder alignment.
• Service delivery assistance: Assist service delivery manager in assessing and defining key performance indicators to assess work effectiveness and efficiency based on the statement of work.
• Change management: Assist in change management initiatives to facilitate a smooth transition to new processes or technologies, including the organization of relevant training sessions and workshops.
• Service implementation: Develop and implement operating procedures that facilitate the successful launch of new services within the team by analyzing performance metrics.
• Oversee and guide a group of business process analysts and quality control officers, ensuring effective teamwork and alignment with organizational goals.
• Supervise the Performance Management & Development (PMD) activities for team members, ensuring timely completion of the PMD cycle and compliance with related deadlines.
• Foster a culture of ongoing feedback and support within the team, providing constructive insights to enhance performance and development of employees.
• Organize regular team meetings to facilitate information flow, optimal coordination of tasks, and ensure clarity in communication across the group.
• Plan and coordinate annual leave schedules for team members, ensuring operational continuity and management of holiday balances throughout the year.
• Mentor and train team members to promote professional growth and understanding of lean principles, motivating them towards achieving project objectives and enhancing their skill sets.

Selection Requirements

• Bachelor's degree in business and operation management, industrial engineering, or a related course.
• Minimum of 8 years professional working experience in leading successful lean projects, which includes at least two years' experience of process mapping, analysis, and quality reviews.
• Minimum of 4 years' solid functional or technical experience in delivering and supporting lean projects in an International and multi-national environment.
• Professional certification in Lean management/ Lean Six Sigma (Black Belt or Master Blackbelt) with practical experience is highly desirable.
• Minimum of 2 years' experience in a leadership role.
• Certification in Project Management or equivalent qualification (e.g., PMP, Prince2) is highly desirable.
• Hands-on experience with SAFE (Scaled Agile Framework) is an advantage.
• Technical proficiency in Microsoft Office environment – Excel, PowerPoint, Word, SharePoint and Orbus.
• Exceptional analytical, problem-solving, forward-thinking, and communication skills.
• Ability to interpret data and translate findings into actionable recommendations.
• Excellent communication, facilitation, and interpersonal skills to interact effectively with stakeholders at all levels.
• Ability to effectively manage multiple priorities independently or in collaboration with others.

What we offer

• Diverse and humanitarian-minded workforce.
• An opportunity to contribute to institutional efforts to protect and assist conflict victims worldwide.
• Training opportunities.

Our Values

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

Application Reminders

If this sounds like a good fit for you, kindly apply through the Apply now button below and attach a copy of your updated and comprehensive resume along with your motivation letter.
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Deadline of Application: 31 December 2024
Target Start Date: Immediately
Office Address: 32/F BDO Life Megaplaza, 358 Sen. Gil Puyat Ave., Makati City, Philippines
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Only shortlisted candidates will be notified.
This vacancy is open for Philippine residents only.

How to apply

Ready to apply?

You will need to upload your resume and a cover letter as well as copies of your diplomas and certifications, valid license to practice, passport, and driving license.

Learn more about our recruitment process here.

We welcome applications from all qualified candidates.

The ICRC values diversity and is committed to creating an inclusive working environment.

Location: Manila Shared Services Centre (MSC)

Job Family: Management

Contract Type: Open-ended contract

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