Lead Analyst, Process and Performance Improvement

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National Grid is hiring a Lead Process Improvement Manager

This role can be located in Syracuse, Waltham, Brooklyn or Hicksville

This is a Hybrid Role - Must live within a commutable distance to one of our locations

Job Purpose

Responsible for identifying and delivering process improvements and supporting the overall Performance Excellence Strategy within the Customer organization. The Customer Lead Process Improvement Manager will support Customer Operations functions by analyzing, testing, and establishing repeatable and efficient processes, including designing improvements to existing processes. Assists in identifying key performance indicators through process improvement initiatives and is responsible for assisting in the development of process enablers. Identify root cause for performance failures and assure effective corrective actions in place (within Customer and across the NY and MA, Gas and Electric and My Bill/Front End processes).

Key Accountabilities

• Lead process improvement projects across business functions. Acting as an internal consultant to make professional recommendations for business improvements, whilst facilitating and coaching others on projects and LEAN techniques.
• Identify process inefficiencies, opportunities and failures and work closely with the functional teams to develop solutions to drive efficiencies and maximize value through projects, initiatives and ongoing change management.
• Deliver significant operational improvements and financial benefits to meet annual targets. For example, Type 1 (hard savings), Type 2 (cycle or process improvements that may or may not go to the bottom line), Type 3 (improvements such as customer satisfaction, cost avoidance fines, bad debt, etc.).
• Execute complex process improvement initiatives affecting multiple functions or businesses, including those outside Customer Operations.
• Report and communicate the results from process improvement efforts to the leadership team.
• Develop and maintain business relationships with all internal stakeholders both inside and outside of own organization to facilitate proper performance information flow
• Conduct data collection and analysis, identify specific process improvement opportunities, develop scoping documents and determine project deliverables. Conduct value-stream mapping and facilitate workshops.
• Support delivery E2E Customer Process Maps with process KPI's defined
• Promote a culture of continuous improvement and value for money by challenging current processes, methods of project and scheme costing and cost control.
• Develop and utilize peer group network to absorb and apply technical/professional best practice within own area of specialism.
• Work with process owners, management and peers to identify and implement business process improvement and best practices in a consistent manner; and remain abreast of changing technologies and industry best practices.
  
  
  

Qualifications

• Bachelor’s degree preferred in an engineering, finance, business, or technical discipline or equivalent experience.
• Typically requires a minimum of 7 years of relevant work experience.
• In-depth knowledge and experience in subject area.
• Lean Certification System 2B or equivalent Lean Training / Green Belt in Lean Six Sigma (desirable)
• Good understanding of National Grid’s operations and the regulatory environment
• Expert knowledge and experience in subject area.
• Significant experience of leading through influence, inspiring and motivating an operational team.
  
  
  

More Information

Salary

$114,000 - $134,000 a year - Upstate, NY

$137,000 - $161,000 a year - Downstate, NY

$128,000 - $151,000 a year - Massachusetts

Salary commensurate with location and experience

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.  We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.  National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.