• Process Excellence & Service Design Specialist

    Job Locations CL-RM-Santiago
    Requisition ID
    Employee Type
    Full Time-Regular
    Process Excellence
  • Overview

    This position is a critical role in the implementation and sustainability of the Process Excellence (PE) program.  The Process Excellence & Service Design Specialist will partner with Chile leadership and CXM leaders to identify, prioritize and execute Business Process Management, Business Process Improvement, Service Design, Innovation and Cultural Change projects within their area of responsibility.  The Process Excellence & Service Design Specialist will deploy the PE & SD program by designing and executing: training of staff, communication, project portfolio management, BPM implementation, BPI (continuous improvement projects, BPI Program management), Service Design (Customer Journey Mapping) and strategic initiatives for continuous improvement and cultural change.


    The Process Excellence & Service Design Specialist is expected to have background academic formation and exposure to Process Excellence concepts, but will receive knowledge leveling in subjects such as Lean, Six Sigma, 5S, Kaizen, BPMS, Service Design and other improvement methodologies to further drive Process Excellence and Service Design throughout the organization. The Process Excellence & Service Design Specialist serves as a change agent, problem solver, facilitator, project manager and coach to drive a new culture. It is also considered a vital resource to executing process improvement projects on behalf of the organization, thus business acumen will count among one of the key requirements to develop and actively apply while leading by example.


    • Responsible to lead with the operations managers to improve their value stream/ process performance through the identification and completion of Business Process Improvement projects.
    • Responsible for deploying the Process Excellence program including training execution associated to BPI, BPM, Innovation and Cultural Change.
    • Responsible for ensuring that BPMS is executed within GM Financial by coaching employees in these areas, leading BPM initiatives in selected process areas.
    • Responsible for facilitating project team’s use of data driven tools and methodologies, and for driving for results and monitoring outcomes of each project.
    • Create and maintain graphical representations of the GMF IO Customer Journey Maps and provide shared structure to intangible services
    • Drive service design testing, including visual conceptualization to share with stakeholders and customers for feedback for continuous refinements
    • Responsible for presenting project status and updates to project champions and executive leaders according to established standards and frequency.
    • Maintain strict confidentiality of all information.
    • Some travel could be required. 


    Education level:

    • Bachelor’s degree preferred
    • Master’s Degree is a plus

    Certifications or special training required: 

    • Lean Six Sigma Master Black Belt, Black Belt or Green Belt certification (BB certification strongly preferred)
    • Training/certification/studies/experience or exposure to:
      • Lean Principles
      • Six Sigma
      • Lean Six Sigma
      • Process Quality
      • Process Mapping
      • Process Improvement
      • Business Process Management
      • Total Quality Management (TQM)
      • Change Management
      • ISO Certifications
      • Project Management
      • Innovation techniques and tools
      • Service design practices, CX initiatives and change management (preferred)
    • At least two (2) years Financial Services experience or quality related experience required. Experience in Service Organizations is highly preferred, but Manufacturing, Health Care, Government, Military and other industries exposure are a plus.
    • Proven experience in Green Belt projects or participation in BPI projects
    • Demonstrated success in project management.
    • Demonstrated ability to produce documents, spreadsheets, databases, etc. with Windows-based software
    • Strong proficiency in statistical software (required) such as Minitab or simulation software is preferred. Exposure to statistical software such as Minitab, SigmaXL preferred.
    • Consultative, influencing, conflict management and negotiation skills.
    • Excellent organizational skills, ability to create and maintain work relationships.
    • Demonstrated interpersonal skills in order to effectively communicate with project teams, as well as the company’s staff and management.
    • Strong oral, written and presentation skills; ability to communicate to individuals and groups effortlessly.
    • Ability to deliver on multiple projects while under heavy deadlines and constantly changing priorities.
    • Strong analytic and problem solving skill set
    • Strong change agent and change management skill set
    • Strong Time Management skills


    Please note that some countries might have additional requirements (i.e. mobility requirements, language specifications, legal/migratory specifications, etc.) that might not listed below. If you are applying internally and want to know more about these requirements please contact TalentAcquisition.SupportIO@gmfinancial.com before submitting your application.


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