The Global Business Services (GBS) organization provides process and service excellence to support the UPS enterprise with a goal of delivering strategic value, and innovating and enhancing services over time to meet the changing needs of the business. The GBS Continuous Improvement (CI) manager will identify opportunities, plan, lead, and coordinate continuous improvement initiatives and ensure effective execution of key business and operational excellence strategies. This role will report to a GBS Continuous Improvement Director, and will function as a liaison between the GBS Back Office group and the various service delivery groups and functions. This individual will partner with GBS site leaders to communicate, train, and deploy various Continuous Improvement methodologies and practices. Required experience should include Lean and Six Sigma practices, DMAIC, Kaizen, and value stream analysis, with global perspective, etc. The GBS CI manager will be a change agent: challenging organizational leaders to take CI to the next level, and removing organizational barriers to the continuous improvement process in order to accelerate results and business value.

RESPONSIBILITIES AND DUTIES

• Works with GBS site managers to review current GBS operating methods and understand existing processes
• Attends cross-functional group meetings to listen to new service offering presentations and determine operational impact
• Reviews new service presentation materials and enterprise release information to determine GBS functions affected by service changes
• Estimates GBS staffing and cost impacts to facilitate the new service implementation process and include information in long-range business plans
• Monitors GBS agent calls and e-mails to identify common customer questions and concerns
• Observes GBS agents to determine system enhancements and streamline processes
• Analyzes agent observation data to quantify the impact of potential operation improvements
• Meets with operation managers to discuss agent processes and determine the optimal process flow
• Prepares presentation materials to propose operational improvement recommendations to GBS management
• Creates service reports to provide GBS management operational status updates and planning resources
• Generates GBS service reports for internal customers (e.g., Customer Information Management, etc.) to provide data for decision-making
• Creates and maintains Microsoft Access databases to provide accurate GBS service data for forecasting, reporting, and data mining
• Designs automated processes to reduce the administration time in transferring new call center skill data to GBS databases
• Compiles historical customer call volume and production data to identify trends in GBS workload
• Meets with process managers to determine operational changes (e.g., new service marketing campaign, etc.) impacting call center service
• Forecasts call volume and production levels to include projected staffing numbers in the GBS business plan
• Presents long-range staffing forecasts to GBS staff management to gain agreement on operations' plans
• Produces reports to quantify GBS operational costs and compare forecasted plans to actual service results
• Creates statistical charts to illustrate call volume and production trends and measure the variability of the data
• Performs statistical analyses to compare pre and post service change data and define significant variances
• Conducts regression analyses to identify correlations between call volume verses delivery service data
• Develops GBS production, service, and call volume queries to assess factors that impact GBS operations

KNOWLEDGE AND SKILLS

• Applies database knowledge: Designs information organization, accessibility, and security to create databases based on user needs, using available database management software; devises procedures and schedules to maintain and update databases; installs and updates databases
• Budget management: Creates statistical charts to illustrate call volume and production trends and measure the variability of the data
• Estimation and forecasting knowledge:  Conducts capacity and feasibility studies; estimates equipment or inventory, times, future requirements, costs, risks, or potential; makes short to medium-term projections; recommends new methodologies for forecasting or estimating
• Project management: Develops project management plans and leads the implementation for basic projects of short duration requiring limited coordination and resources; supports initiatives with well-defined project needs and cross-functional roles/responsibilities throughout the project life cycle; manages minimal organizational resistance to cross-functional project demands; employs project management tools and technology (e.g., Microsoft Project, Program Management Group website, etc.) appropriately
• Project planning: Develops and executes project management plans for moderately complex and medium duration projects as well as basic programs; defines most of the initiatives project needs and cross-functional roles/responsibilities throughout the project life cycle; develops recommendations on best way to fulfill the project requirements given the current project and organizational dynamics; overcomes basic organizational resistance to cross-functional demands; demonstrates the ability to successfully apply the project management discipline and remains current on project management practices and tools
• Report generation: Able to design new report generation processes; identifies emerging trends that impact information retrieval and reporting; develops standards for report generation, maintenance, and distribution; writes highly complex queries to generate ad- hoc, customized reports; creates templates for standardized report creation; writes macros to automate queries
• Small Package operations knowledge: Demonstrates a complex knowledge of small package operations; considers the impact of small package operations on other parts of the business; develops solutions to improve operations
• Statistical analysis: Demonstrates extensive knowledge of statistical sampling, tests, and analyses and chooses the most appropriate method; demonstrates extensive knowledge of multivariate and generalized linear models and time series models; demonstrates an ability to interpret results and draw conclusions from analyses; troubleshoots errors in data, models, and interpretation; creates processes for improving the integrity of existing data

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.