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Job Description:

Title: Manager Lean Design – Business Excellence

Recruitment pre-amble

Sun Life’s Canadian Operations team is engaged in a large-scale client experience transformation by improving our client journeys, internal processes, technology and use of data science. To support this work, we are looking for passionate end-to-end solution designers to join our team as a Sr. Manager - Lean Design.

Do you seek to gain insights into client needs through Design Thinking? Are you skilled at deploying those insights into the design of processes, people and integration with relevant technologies such as automation, robotics, algorithms, artificial intelligence and machine learning? Do you have the passion for change and to own the responsibility of design from concept to completion?

Role summary

The Senior Consultant on the Lean Design team works in collaboration with the business to identify opportunities and design processes to evolve the maturity of the business-operating model, maximize the return on digital/automation investments and improve the performance of the entire system.

Accountabilities

Using Design Thinking skills, you lead research sessions with our clients to understand their experiences, unmet needs, desires and their “moments of truth”   Using systems thinking skills, you overlay these opportunities on our current operating model and use LEAN and hypothesis-based Six Sigma problem-solving techniques to uncover the root cause of inefficiencies and issuesAssist in developing a digital transformation target operating model which includes recommendations on automation, workflows, web applications, data science and employee training opportunities to improve the client experienceYou conduct a series of design sessions or test proposed solutions though experiments so that only the best ideas reach development and deployment teams You partner with product owners, business and technology leaders to develop a series of minimal viable products (MVPs) to accelerate the pace of client improvements based on sound understanding of AGILE and change management principalsYou continue to keep the previously defined target operating model and continue to influence partners through change roadmaps and improvement backlogs to delivers the objectives of an ultimate client experienceHelp operations team with Capacity Insights for planning of FTEs and enable them derive capacity gains achieved through target re-baseliningCreate a roadmap of Transformation and CI initiatives in co-ordination with Business Heads and alignment with Canadian Lean Design Director/sCoordinate with multiple Sr. Stakeholder and manage their expectations with respect to transformation journeys for their portfoliosCoaching and mentoring of Consultants on building and managing Digital transformation journeys

Skills and Knowledge

Ability to use human centered design principles to map the ideal client journey, including leading empathy and co-creation workshopsAbility to create a business architecture to facilitate alignment of strategic objectives and tactical demandsAbility to assess data model and data flows and facilitate automation and process design workshopsStrong consulting, relationship management and facilitation skills including the ability to listen and question to understand the business problem, analyse, provide insight and adviceExcellent written and verbal communication skills including persuasive, data-rich presentation skills

Education and Experience

Minimum - University degree, Preference - Masters from a Tier 1-2 InstituteAt least 10-15 years of relevant experience with increasing accountabilityHands-on knowledge of and certification in various improvement frameworks (LEAN, Six Sigma, AGILE, Human Centered Design, Design Thinking, Customer Journey mapping)Experience using Business Architecture to articulate RPA/Micro Automation solutions using platforms such as PEGA, Blue Prism and TABLEAUExperience of using process/task mining tools such as Celonis and SorrocoExperience of managing multiple portfolios with varied requirements and prioritiesExperience managing complex process improvement projects, including undertaking operational assessments and target operating model design using Lean Six SigmaExpert level knowledge of tools to collect, aggregate, segment and analyze data e.g. MS ExcelKnowledge of MS PowerPoint, MS Project, and MS Visio

Job Category:

Customer Service / Operations

Posting End Date:

30/12/2024