Lead, Process Excellence

NUS-ISS is hiring a Lead Process Excellence, who will be responsible for driving continuous improvement initiatives across the organization to enhance operational efficiency, effectiveness, and quality. This role demands a strategic thinker with a strong background in process improvement methodologies, excellent project management skills, and the ability to lead cross-functional teams. The ideal candidate will have experience in the education industry and a passion for fostering a culture of excellence.

Job Description

1. Inculcate process and product thinking for innovation, customer centricity and efficiency:

• Proactively identify & prioritise opportunities and drive collaborative efforts with cross-functional teams in implementing process reengineering. initiatives, process improvements and problem-solving with impactful outcomes in terms of customer experience and organisation efficiencies
• Provide hands-on guidance and support to Process Owners

2. Establish and enforce service quality standards:

• Utilize data-driven insights to establish and enforce service quality standards jointly with Process Owners.
• Meticulously monitor compliance with standards and track/report process performance metrics across all processes (e.g. service surveys & audits) to drive continuous improvement.

3. Act as custodian of NUS-ISS business process framework:

• Lead regular reviews of processes, policies and standards with management for alignment with strategic objectives.
• Ensure proper documentation of key processes in the organisation.

4. Oversee Quality Assurance

• Oversee the management of audits, BCP/BCM, and annual QMS reviews to ensure compliance and continuous improvement.​​​​​​​

Qualifications

• Good University degree in business administration, industrial engineering, science in relevant disciplines or related fields with at least 10 years of professional experience, with a demonstrated track record of at least 3 years in leading process change initiatives.

• Experience conducting training and/or facilitating workshop sessions for adult learners.

• Proven hands-on expertise in project management, executing significant process improvements and/or driving process/systems initiatives from conception to implementation.

• Excellent interpersonal skills

• Strong collaboration skills, as you will work with all levels of staff and management to gain buy-in and drive successful change implementation

• Strong analytical skills with the ability to leverage data for insights and decision-making.