Process Improvement Team Supervisor - Full-time / Part-time

Job Summary   

The Process Improvement Team (PIT) Supervisor is responsible for reviewing, evaluating, recommending, and implementing improvements to current and future processes within the Shared Services function. He/She develops global standards and process efficiencies within the global Shared Services environment. The PIT Supervisor will respond to internal and external UPS customers and other UPS groups concerning new processes and programs. The PIT Supervisor will have international Shared Service experience outside of the US and Canada.

The PIT Supervisor reviews and identifies process solutions to ensure maximum efficiency. He/She designs, tests, and implements processes and improvements to drive effective customer service and a positive return-on-investment. This position develops and implements action and project plans to ensure timely resolution of issues and allocate resources. 

Other Duties

• Tracks and analyzes data to determine root causes of issues.
• Determines the frequency of patterns, identifies short- and long-term issues, and recommends alternatives for solutions to ensure effectiveness, efficiency, and customer satisfaction.
• Receives requests from UPS internal and external customers via email, phone, and websites to be resolved in a timely manner.
• Examines and discusses “what-if” scenarios to ensure objectives are accomplished, obstacles addressed, and risks mitigated.
• Evaluates processes and systems to ensure compliance.
• Participates in conference calls with customers to investigate and determine resolutions of issues.

Preferred Competencies

• Business, Financial, and Industry Knowledge: Demonstrates a general understanding of industry and financial trends impacting UPS and/or customers’ organizations; identifies the organizational structure and functions within a business.
• Establishes Metrics and Performance Tools: Identifies basic measurement requirements and possible indicators for individual, group, department, and business unit results; demonstrates a general ability to use multiple measurement methods for measuring performance; sets meaningful goals and objectives.
• Solves Customer Problems: Recognizes when customers are having issues; identifies resolution to basic customer issues and recommends solutions.

Minimum Qualifications

• Bachelor’s degree – Accounting or Finance - Preferred