Senior Manager, Quality Excellence & Design Thinking

Ops Tech & PMP; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading technology firm in Singapore seeks a Senior Manager, Quality Excellence to drive initiatives and cultivate a culture of continuous improvement. Responsibilities include leading the Design Thinking Program, engaging with stakeholders for effective business solutions, and providing mentorship to teams. Candidates should have proven experience in Lean Six Sigma, a strong ability to manage projects, and excellent stakeholder engagement skills. The role is pivotal for enhancing customer experience and driving innovation within the organization.

Qualifications

• Proven experience in implementing continuous improvement strategies.
• Ability to engage with C-level executives and senior leadership.
• Strong project management skills and understanding of regulatory requirements.

Responsibilities

• Drive changes across the organization promoting Quality Excellence culture.
• Lead workshops and training sessions to establish a common language.
• Define business opportunities and ensure project pipeline meets targets.
• Provide leadership and mentoring to departmental teams.
• Promote Design Thinking as a tool for innovation.

Skills

Lean Six Sigma

Design Thinking

Continuous Improvement

Stakeholder Engagement

Coaching and Mentoring

Project Management

Job description

What Quality Excellence contributes to Certis:

Quality Excellence is responsible for identifying and executing against performance improvement opportunities, supporting successful implementations within the enterprise, sustaining quality and excellence performance through standardization & consistency, and building people capabilities within Certis. This can be achieved using contemporary continuous improvement tools / methodology / framework such as Lean Six Sigma (LSS), Design Thinking, Digitization & Automation, Business Process Reengineering & Operations (BPRO) and Certis Service Delivery System (CSDS).

What the role will do:

The incumbent will assist corporate departments and Singapore Market business units in the institutionalization of the Quality Excellence culture (Design-Driven Culture and Continuous improvement culture) to achieve long term sustainability and organization goals. The incumbent will act as a catalyst to drive changes across the organization.

As the Senior Manager, Quality Excellence, the incumbent will lead the Design Thinking Program – from strategy formulation through to execution. This includes (but are not limited to) the following:

• Define business opportunities and translate insights into customer experiences. This includes ensuring a healthy project pipeline for the departments (i.e., meeting annual cost reduction targets), ensuring all projects meet ROIs and regulatory requirements, sustainable solutioning, and are properly approved and documented at different stages with the tollgate committee.
• Plan and facilitate workshops, working directly with our stakeholders (i.e., clients and their customers/users, stakeholders and cross-functional users) to analyze pain points, understand end-user needs, document user storyboards through both digital and physical environments, and co-create digital-native processes, products, platforms and experiences. This includes providing in-person/virtual trainings and workshops for all employees (i.e., from rank-and-file to senior leadership), ensuring that the organization speaks a common “Quality Excellence Language”.
• Engage with various levels in the organisation including C-level and Senior Leadership Team to obtain buy-in for proposed solutions and business outcomes
• Provide leadership, coaching and mentoring to the assigned departments and making certification determinations.
• Promote Design Thinking as a business tool for innovation and improving customer experience.
• Instill 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.