Manager, Business Process Improvements & Administration

Air Liquide; Montreal; On-site; CAD 90,000 - 120,000; Full time

Job summary

A global company in gas solutions is seeking a passionate Manager of Business Process Improvements & Admin in Montreal. This role focuses on enhancing customer experience and implementing business process improvements across the Eastern Region. The ideal candidate will have extensive experience in process optimization and a strong background in project management and data analysis. Competitive full-time position offered.

Qualifications

• 10 years of progressive professional experience including business process improvement and customer experience.
• Strong project management skills and proven ability to implement Intelligent Automation.
• Extensive knowledge of ERP systems, preferably SAP.

Responsibilities

• Develop and implement a customer experience strategy aligned with the company's mission.
• Lead continuous improvement initiatives and analyze customer data for improvement opportunities.
• Train, coach, and mentor associates in transformational change.

Skills

Business process improvement

Customer experience

Project management

Data analysis

Lean/Six Sigma principles

Education

Bachelor's Degree

Tools

SAP

Business analytics tools

Job description

How will you CONTRIBUTE and GROW

The Manager of Business Process Improvements & Admin is responsible for leading and optimizing the customer experience across the Eastern Region. This position plays a crucial role in aligning business processes with customer expectations to enhance overall customer satisfaction.

A key objective will be to leverage Intelligent Automation (IA) to enhance payables and administrative processes thereby increasing procedural efficiencies.

The Manager of Business Process Improvements & Admin is also responsible for promoting a business process excellence culture focused on process improvement solutions as well as for implementing continuous improvement strategies in support of Airgas Field and Business Support Center (BSC) operations. This individual will be an integral contributor in setting strategic direction for the Region partnering closely with the corporate division regional and BSC leadership developing solutions leading cross-functional process teams with an overall focus on improving efficiency.

Key Responsibilities

Customer Experience

• Develop and implement a customer experience strategy that aligns with the companys mission and goals.
• Collaborate with various departments as well as cross-functional teams including Sales Operations and Credit & Collections to ensure a unified approach to improving customer experience.
• Identify and implement improvement initiatives in partnership with the Regions aiming at improving our Customer Effort Score (CES).
• Engage with senior leadership to secure buy-in for customer experience initiatives and resource allocation.
• Promote a customer-centric culture within the organization.

Continuous Improvement

• Lead and facilitate continuous improvement initiatives.
• Conduct internal process benchmarking in partnership with process stakeholders to identify best-in-class solutions as well as areas to enhance performance efficiency and productivity.
• Demonstrate financial acumen by developing compelling business cases supporting recommended opportunities.

People Management & Training

• Develop and implement SAP and Continuous Improvement training.
• Train coach and mentor select associates driving transformational change.
• Collaborate with the Compliance Manager on Airgas Operating Standards Compliance training for the region.

Data Analysis

• Analyze customer data and feedback to identify pain points and areas for improvement.
• Utilize data-driven insights to make informed decisions and create action plans for improvement.
• Design and implement meaningful yet measurable operational metrics and practices to identify / monitor department performance through the creation of operational efficiencies.
• Drive innovation by continually assessing work flow processes and implementing improvements that are high impact and insightful.

Are you a MATCH

We are looking for a dynamic leader who can drive measurable change and bring a passion for customer experience to the team.

Required Qualifications

Bachelors Degree

• 10 years of progressive professional experience including business process improvement quality management experience customer experience

Preferred Qualifications

• Proven ability to successfully implement Intelligent Automation (IA).
• Strong project management skills.
• Comprehensive understanding of efficiency principles such as Lean / Six Sigma; Black belt preferred
• Experience successfully leveraging business analytics to inform decisions
• Systematic problem solver focused on implementing solutions to solve root cause problems
• Extensive knowledge of ERP systems (SAP preferred)

Our Differences make our Performance

At Air Liquide we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees our customers patients community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent both individually and collectively and it helps foster our ability to innovate by living our fundamentals acting for our success and creating an engaging environment in a changing world.

Employment Details

Employment Type: Full‑Time

Experience: years

Vacancy: 1