Sr. Process Improvement Manager
Job ID
Service line
GWS Segment
Role type



Strategically manages internal and external client relationships while ensuring successful completion of projects led by a Process Improvement team. Provides oversight, direction, and guidance on highly visible and complex process improvement initiatives.

Oversees the work and entire scope of business processes and teams responsible for process improvement initiatives. Establishes performance objectives for department staff and monitors and reports on accomplishments.

Maintains roadmap for department on future process improvement opportunities, and gain approval to allocate resources and budget appropriately. Inclusive of creating/reviewing new Scope of Work and adhering to compliance with the Master Service Agreement.

Builds and maintains relationships with Leadership Teams across various locations. Acts as an advocate for services and added value of Process Improvement Team contributions.

Manages issues and expectations across a broad range of skill sets and departments.

Communicates with key stakeholders and senior leadership on project updates and escalated issues.

Creates and maintains a risk management/mitigation plan, including the Disaster Recovery and Business Continuity plans.

Ensures projects are completed within a given timeframe and budget. Responsible for setting/managing department deadlines and goals.

Performs other duties as assigned.

Manages the planning, organization, and controls for a major functional area or department. May be responsible for a mix of direct and matrix reports. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Monitors appropriate staffing levels and reports on utilization and deployment of human resources. Leads and supports staff in areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising and rewarding performance and retention. Leads by example and models behaviors that are consistent with the company's values.





To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's degree (BA/BS) required plus a minimum of eight years experience with process improvement, project management or other related experience. Engineering, Mathematics, Physics degree preferred. Prior supervisory experience required. Prior process excellence, process design (end to end), work flow analysis and capacity analysis experience preferred. Currently applying methodology in role and experience with > 10 projects ($3MM+ savings.)

Black Belt or Master Black Belt Lean Six Sigma Certification required.

Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action. Change management experience preferred.

Requires in-depth knowledge of financial terms and principles. Reviews complex financial/business analysis and reports prepared by subordinates. Ability to analyze the most complex business/financial data and develop innovative solutions. Develops and implements financial policies and procedures. Approves and oversees department budget.

Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.

Advanced knowledge of computer software and hardware (i.e. Microsoft Office Suite Products). Excel expert with Flow Charting and PowerPoint experience preferred. 

Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve complex results. Develops, recommends, and implements functional operational programs and procedures. Responsible for setting project, department and/or division deadlines. Errors in judgment may cause long-term impact to line of business and/or overall company.