Process Excellence Manager

National Grid (https:\\


  Full Time   Employee

New York
United States

About the Position:
The successful candidate will take responsibility for delivering process improvements within our end to end Meter to Cash back office process and support the overall Performance Excellence Strategy. Responsibilities include, but not limited to conducting data collection and analysis to support process improvement projects to reduce cost and complexity across the enterprise.

As a Process Manager, the candidate will draft and review project deliverables and analysis such as value-stream mapping and statistical analysis. The candidate will interact with senior leadership and subject matter experts to develop solutions that improve process performance by increasing productivity and efficiency and/or managing process demand while enhancing the customer experience. The Process Manager will contribute to projects across the organization focused on reducing cost and complexity. This position requires an individual with excellent verbal/written communication skills and has the ability to deliver significant business results. The candidate will be expected to support the following strategic and support activities within National Grid to drive value and performance for the overall revenue cycle.

Performance Excellence (PEx)-
This role involves working with the management team to support the development and implementation of the Hire to Retire Performance Excellence Strategy. The candidate will personally help to support teams on PEx and ensure that the new ways of working are established and retained within Revenue Cycle Optimization/back office meter to cash.
Project and Program Management-
The role will include managing and facilitating teams on small to large LEAN projects to drive efficiency and value for the business functions it supports. Responsibilities include:
·Coaching & facilitating teams to deliver projects across areas in Revenue Cycle Optimization
·Organizing and facilitating workshops to define issues and develop solutions
·Manage small to large projects through to delivery
·Ability to craft & deliver presentations to management level
The individual will be expected to manage the delivery of several projects during the year, with the use of appropriate resources and team members to streamline and continuously improve processes.

Position Responsibilities (including but not limited to):
·As a qualified Performance Excellence Process Manager, you will lead LEAN projects across the back office meter to cash process. Acting as an internal consultant to make professional recommendations for business improvements, while facilitating and coaching others on projects and LEAN techniques.
·Execute complex process improvement initiatives affecting multiple functions or businesses.
·Directly responsible for delivering up to 2-4 function-wide performances and or E2E Projects per year.
·Directly responsible for delivering 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.
·Responsible for mobilizing and managing project teams and delivering tangible business benefits.
·Support development of business cases (with benefits, costing, ROI).
·Assess change readiness and prepare plan for helping stakeholders through change.
·Ongoing regular engagement, with teams and leaders, to sustain the journey of delivering performance excellence and achieving lasting behavioral change.
·Act as a change agent/coach to instill and sustain changes.
·Support & facilitate projects to deliver cross-business efficiencies, benefits and change.
·Responsible for assessing, testing and establishing repeatable and efficient processes.
·Evaluates ways to standardize and document process improvement opportunities.
·Reviews and assists in the development of process standards and enablers for Hire to Retire.
·Responsible for supporting the PMO mechanism for managing projects and programs, including communications and change.
·Attendance and mentoring support for performance hubs, completing/monitoring Work Place Audit (WPA) and using Lean Embedding Measure (LEM) scores to understand key areas of strength or areas of opportunities based on demonstrated score.
·Provide training and mentorship on Lean process improvement methods.
·Build network with other Performance Excellence Process Managers across National Grid to share best practice and support ongoing development of end to end processes, to remove of waste and increase value.

Knowledge, Experience & Technical Know How:
1. Process Improvement
·Experience or understanding of LEAN techniques
·Ability to gather and analyze data to come up with recommended approach
·Identify and manage project risks and issues that impact project progress
·Prepare detailed plans to track project performance and assure timely completion and achievement of project deliverables
·Develop practical solutions and methodologies to solve complex business problems
·Coach, mentor and assist project team
·Develop internal and external content for leadership team presentations
·Ensure deployment of common solutions across the business
·Identify and present new project opportunities to leadership
·Develop and share best practices among fellow Process Managers
2. Project and Program Management Skills
·Project management experience
·Track record of focusing a team on priorities to deliver to plan
·Experience of organizing and facilitating workshops
·Ability to craft presentations at senior management level
3. Leadership Skills
3.1 Team Management
·Experience in leading a cross functional team to deliver tangible business benefits
·Builds relationships at all levels of the organization
3.2 Influencing Skills
Experience of working with and influencing key stakeholders
Strong communication skills both oral & written
Ability to present articulately at committees and stakeholder forums
3.3 Strategic Thinking
Ability to think across different processes and provide innovative solutions
Acts as a catalyst for change.
3.4 Relationship Skills
Excellent interpersonal skills
Passionate about customer experience and helping the team to achieve its vision
Confident and able to challenge behaviors and issues
3.5 Stakeholder Management
Ability to identify, understand, and prioritize stakeholders
Ability to build, monitor, sustain stakeholder engagement and correct when necessary
4. Financial Management
Partner with Finance to develop and track project metrics
Monitor performance and improvement in key metrics
Deliver significant operational improvement and financial benefits to meet annual targets
Qualifications Required:
Requires a BA or BS degree or higher in an engineering, finance, business, or technical discipline from an accredited college or university or 5 Years Job Related Equivalent Experience.
Green Belt in Six Sigma and / or LEAN/PMP (desirable).
A trained Performance Excellence (PEx) practitioner (desirable).
Ability to work with ambiguous project definitions, to function in unstructured work situations, and drive structure into such situations.
Knowledge of relevant project management methods and experience managing project teams with cross-function projects enabling teams to operate innovatively, effectively and efficiently.
Demonstrated experience in process improvement.
Demonstrated strong organizational and planning skills with the proven ability to manage multiple priorities of moderate to large scope.
Possess good negotiation and influencing skills.
Experience in change management.
Strong oral and written communication skills and the ability to operate with all levels of the business.
Ability to see multiple relationships between data to identify root causes of a problem and develop permanent solutions to systematic issues.
Strong analytical skills, using systems including MS Access, MS Visio and Excel (VLOOKUP and Pivot Tables) experience (desirable).
Ability to travel to other National Grid locations required (50%)

This position is one of National Grid’s career path roles which provide for promotional opportunities within and across salary bands as you develop and evolve in the position by gaining experience, expertise and acquiring and applying technical skills.
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.
:Credit & Collections
Primary Location
:Shared Services
Job Posting
:Oct 7, 2016, 4:10:11 PM
Unposting Date

To apply for this job, contact:
Kathy Gangarossa

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