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Continuous Improvement Lead

Job Category:

BPO / KPO / Shared Services

Job Level:


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Job Description and Qualification:

The Continuous Improvement Lead’s main objective is to improve the overall efficiency and quality of the company's operations. This role will lead CI Analysts and is in charge of the systematic management of the business and operational processes, as well as, the development of a high-performing culture.

The CI Lead is responsible for the implementation systems, processes, and tools to drive an integrated performance across service levels, cost, and risk, and focuses on meeting customer expectations through the continuous improvement of the CBS processes and organizational culture.

Specifically, the CI Lead is accountable for designing and driving the transformation and improvement in the company's operations to deliver enhanced customer experience and business outcomes. The role is responsible for working with the service advisors to instill a culture of Operational Excellence, deploy best-in-class operational practices, industrialize continuous improvement, and build the appropriate capabilities to collaborate with the business to achieve the OE team’s mission.

In order to reach these goals, the incumbent needs to possess a deep understanding of the right tools for analyzing the business processes and operations to identify the business-critical improvement areas (e.g. LEAN, OIMS, OEMS, etc.).

  • Minimum of 12 - 15 years of experience managing a client-service oriented function with experience in the management of large initiatives/projects, strategic thinking, relationship management, financial budgets, and processes.
  • Structured problem solver, able to logically breakdown complex and ambiguous problems into component parts and recommend pragmatic solutions
  • Deep strategic and commercial experience able to quickly understand the strategic context within which projects are operating
  • Experience working with third parties and managing contractual relationships
  • Extensive OE experience in shared services or BPO company with at least 500 headcount
  • Management experience of at least 5 direct reports and a team of at least 50 staff
  • Strong Operational Leadership – with some experience leading shared service operations
  • Extensive experience in driving and delivering change within a significant and complex part of a business/function with strong project management expertise gained from the delivery of Transformations and business change projects
  • Strong people manager - Ability to inspire, motivate, and lead diverse teams 
  • Relationship builder, able to quickly build trust-based (rather than transactional-based) relationships with multiple stakeholders – with proven ability to interact with multiple levels of leadership, and influence peers and senior management 
  • Strong communicator, able to strike the right balance between advocacy and inquiry