Service Excellence Manager

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Role:Service Excellence Manager

Location:Monterrey, Nuevo León, Mexico (Hybrid Scheme)

Full/ Part-time:Full-time

Build a Career with Confidence

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the Role

As a Service Excellence Manager, you will oversee Carrier Excellence/Continuous Improvement projects. You will be responsible for moderate to significant improvements of processes, systems, and/or products to enhance quality performance.

Key Responsibilities

As a Service Excellence Manager, you’ll be responsible for:

• GROW CAPABILITY:Enable capability development for leaders and practitioners by developing training content and delivering trainings. Help set Continuous Improvement / Lean goals globally and assist in leading the effort to achieve them.
• DELIVER & SUSTAIN RESULTS:Apply Continuous Improvement / Lean methodology, develop a global plan, and lead its execution – ultimately linked to the business strategy and results and closely aligned with CBS priorities. Manage identified improvement activities and track and enable delivery.
• DELIVER & GROW Cx LEADERSHIP & CULTURE:Design, develop, and coach Cx leadership behaviors to support and develop a sustainable continuous improvement culture. Coach leaders in Cx ways of working, develop in-house capability, and network of CI internally. Define the benefits tracking framework and mechanics for productivity improvements tracking.
• TOOLS EXPERT:Lead Kaizens, VSM, rollout visual management, huddles, Cx room, RRCA, and others. Deliver micro learning sessions for teams globally. Develop strong examples of success (showcases) to share with the rest of the organization and expand CI activities to the next level.
• RPA and Intelligent Automation:Understand and focus on discovering opportunities and liaising with Digital.

Ethics and Compliance

• Ensure adherence to all Company Policies and Procedures.
• Be fully conversant and compliant with all Environmental Health and Safety procedures.
• Complete quarterly ethics module as advised by Ethics & Compliance Officer.
• Fully comply with all Quality, Environmental Health and Safety directives including but not limited to PPE, Accident Reporting, Cardinal Rules, Risk Assessment Method Statement, and Achieving Competitive Excellence.

Success Measures

• Deliver a culture founded in CI principles, focused on Root Cause analysis, data-driven decision making, engaging every employee in delivering the desired customer experience.
• Fully aligned with the Carrier Way of working.

Requirements

We are looking for people who are passionate about continuous improvement and have a growth mindset. If this is you, get in touch.
As a minimum you must have:

• Black Belt with Improvement coaching expertise in Service Industry with at least 10 to 12 years of relevant experience in Service Industry.
• Project Management, Continuous Improvement Expert.
• Ability to deliver work through influence; candidates must evidence strong examples of changing “hearts and minds” and are therefore most likely to be both “people” and “project” led change agents.
• Ability to generate outstanding visual reports, project management of improvements tracking and delivery, demonstrated capability to apply Lean/Lean Sigma Philosophy and Tools.
• Effective communication skills (presentation, effective conversations, written).
• Experience in leading effective teams.
• Good interpersonal skills.
• Strong facilitation & coaching skills (teamwork and team building).
• Accreditation as a Kaizen Facilitator would be a significant plus.
• Change management experience.

Additional Preferred Skills

• Bachelor’s degree in MIS, business intelligence or analytics, computer science, accounting/finance, related discipline with at least 5-7 years experience in Continuous Improvement.
• Experience in defining metrics, sourcing/managing data, designing data visualizations.
• Able to influence change and challenge with global/center leaders and project management.
• Strong initiative, drive, motivation, curiosity.
• Able to navigate ambiguity, trust but verify.
• Growth mindset and passion for continuous learning.

Benefits

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.

• Drive forward your career through professional development opportunities.
• Achieve your personal goals with our Employee Assistance Programme.

Our Commitment to You

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback, and always challenging ourselves to do better.

This is The Carrier Way.

Join Us and Make a Difference

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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