Manager, Process Improvement

POSITION SUMMARY:

The Process Improvement Manager is responsible for enhancing efficiency and quality by supporting the process improvement function at the corporate level. This role evaluates current business practices and identifies innovative ways to improve guest experience, productivity, operational efficiency, and optimize the use of business resources.

PRIMARY RESPONSIBILITIES:

Operations Projects

• Define, scope, plan and lead business process improvement projects across business units to deliver efficiency
• Utilize a structured approach and collect the necessary quantitative and qualitative data to solve business process issues
• Communicate and work collaboratively across the business units to resolve complex process issues and eliminate service bottlenecks
• Challenge stakeholders to maximize process improvement opportunities
• Present findings and recommendations to senior management and key stakeholders
• Document and monitor business processes, metrics and standard operating procedures as a result of improvement initiatives
• Deliver process improvement training to staff
• Facilitate and provide advice to business units via targeted workshops to identify and resolve process issues that are critically impacting business outcomes and require urgent resolution
• Promote and develop a continuous process improvement culture across the organization

KEY PERFORMANCE INDICATORS:

QUALIFICATIONS:

Experience

• Minimum 5 years post graduate experience in business automation, process improvement, quality improvement, strategic planning and development, strategy and analytics, financial planning & analysis or relevant area
• Experience in gaming, integrated resorts, hotels, food and beverage, tourism, other hospitality industry a plus not mandatory
• Experience in management and leadership position preferred
• Applicants with extensive prior experience may be considered for appointment at the senior manager level.

Education

• A bachelor's degree in business, process engineering, or a related field is required, with a preference for candidates who hold a postgraduate degree in business management, industrial engineering, or a similar discipline.

Skills / Competencies 

• Fluency in verbal and written Cantonese and English
• Proven leadership and teamwork records
• Problem solving / analytics skills
• Proficiency in MS Office
• Ability to maintain a strict sense of professional ethics, confidentiality and privacy required
• Knowledge of Kaizen/Lean/Six Sigma or other Process Improvement method and Project Management methodologies preferred
• Ability to communicate and liaise with staff at all levels to achieve desired business improvement outcomes
• Ability to build capability through knowledge sharing and coaching