Senior Manager – Business Excellence

Overview

The Senior Manager – Business Excellence is tasked with steering the Group’s Business Excellence Framework, ensuring robust governance, policy administration, and process architecture across all subsidiaries. This leader drives comprehensive process transformation and promotes continuous improvements by working closely with business units and Digital & Technology teams to deliver AI-powered and data-driven operational advancements.

Key Responsibilities

• Develop, uphold, and enhance the Business Excellence Framework that promotes the adoption of quality management systems and corporate governance across the entire Group and its subsidiaries.
• Oversee and safeguard all Group-wide policies, governance frameworks, Delegation of Authority (DoA), methodologies, and tools such as ARIS.
• Act as a trusted consultant to divisions and segments by aiding in the design and refinement of policies, processes, Standard Operating Procedures (SOPs), and Service Level Agreement (SLA) frameworks.
• Ensure that all governance-related documentation remains up-to-date, accessible, and compliant with regulatory requirements, organizational strategy, and industry best practices.
• Lead the process transformation efforts by identifying, assessing, and prioritizing high-impact processes, especially those that are high-volume, rule-based, or data-intensive.
• Create and maintain a pipeline of process transformation use cases across business units, translating their transformation needs into detailed problem statements and solution briefs.
• Collaborate closely with the Digital & Technology department to co-design, pilot, and implement AI-driven process transformations with clear, measurable business outcomes.
• Manage the complete delivery cycle of process transformation projects from ideation through to deployment and widespread adoption.
• Champion continuous improvement initiatives that engage employees in optimizing processes and enhancing overall organizational performance.
• Monitor and report on key performance indicators (KPIs) for processes, ensuring compliance, tracking performance, and facilitating enhancement efforts.
• Design and execute stakeholder survey programs to gather insights, analyze data, and drive improvements based on feedback.
• Develop training modules aimed at equipping staff with skills for continuous improvement, new tool adoption, sustaining excellence, and foundational AI literacy.
• Build and maintain productive relationships with external partners, vendors, and service providers to support operational excellence and remain informed on industry trends.
• Implement programs to acknowledge and reward external accomplishments and benchmark best practices.

Qualifications

• Bachelor's degree in Business, Engineering, Information Systems, or a related area; Master's degree is preferred.
• 8 to 12 years of professional experience in business excellence, process transformation, or operational strategy roles.
• Demonstrated expertise in process transformation and digital technologies including AI, Robotic Process Automation (RPA), Generative AI, and process mining.
• Strong background in governance frameworks, ISO standards, policy development, and Delegation of Authority (DoA) structures.
• Lean Six Sigma Green Belt or higher certification is desirable.

Competencies

• Strategic thinker with a strong focus on execution.
• Advanced analytical and problem-solving skills.
• Exceptional communication abilities and influence with stakeholders.
• Experience driving cross-functional and digital transformation initiatives.
• Ability to convert complex technical ideas into tangible business benefits.
• Proficiency in change management and leadership in transformation efforts.
• Comfortable navigating ambiguity with a systems thinking approach.