Cummins Inc. 513. Functional Excellence Manager - Service in Pointe-Claire, Canada

DATE: August 1, 2017

POSITION: Functional Excellence Manager - Service

REPORTING TO: Stephane Marquis, VP Operations and Aftermarket

LOCATION: Pointe-Claire

SHIFT: Day

FUNCTION:

Manages projects to improve the overall effectiveness a function’s Functional Excellence. Manages the design, development and implementation of tools and processes which facilitate the achievement of functional excellence. Partners with functional leadership to identify functional process and talent gaps, and develops improvement plans. Coordinates and monitors the execution of the improvement projects for service operations.

KEY RESPONSIBILITIES:

  • Drives improvement projects in common functional processes, tools, and people across CEC in partnership with regional leaders.

  • Identifies key functional processes, determines key measures, for operations.

  • Documents common aspects of key functional processes and works to ensure that processes, tools, and people associated with these processes are available and capable.

  • Participates in the development and maintenance of Statements of Functional Excellence, functional scorecard with measures of functional excellence, and skills matrix of required competencies for the function, including but not limited to service operations, service administration and warranty.

  • Manages the development and maintenance of the Functional Assessment Checklist which is used to identify gaps in functional excellence implementation.

  • Manages sub component of Functional Talent Management processes.

  • Manages the communication process for the function (implementation of the communication strategy

SKILLS/COMPETENCIES:

  • Able to lead others on continuous improvement utilizing the ten COS practices. Have demonstrated improvements in the business using COS concepts. Able to coach others on functional excellence development.

  • Facilitating Internal Relationships and Consensus - Has experience with large group dynamics and demonstrated the proven relationship skills needed to pull a broad mix of people and related skill bases together for a common purpose and goal. It will often involve ability to influence because people on your team will very rarely report directly to you as a leader. Group dynamic techniques to have an individual or group work through a challenging issue, probe for issues/concerns and drive to consensus.

  • Manage Customer Relationship - Manages customer interactions and relationships to maximize opportunities. Utilizes appointment and customer contact management software. Able to coach others to develop effective contact management habits. Consistently demonstrates ability to establish rapport, meet commitments, and develop effective working relationships with customers.

  • Displays core values (e.g. empathy, etc.) and is able to adequately interrogate matter to identify root concerns.

  • Develops Systems and Processes - Demonstrated results indicating deep knowledge and understanding of the complexities of developing systems and processes. Applies detailed systems and processes to improve and complete work (e.g. communication channels, work steps, procedures, checklists, or flow charts). Demonstrates ability to identify problems resulting from lack of process and develop and apply processes and systems to organize the work. Uses processes and systems to manage multiple and complex work demands. Guides others in the use and application of structured systems and process.

  • Innovate - Demonstrated results indicating deep knowledge of innovation. Seeks to define new and improved processes even when there are no overt problems. Leads projects or initiatives involving a significant design or innovative component. Generates innovative ideas and solutions to problems affecting customers (internal or external). Takes appropriate risks -- stretching beyond the apparent. Plans for a broad range of perspectives, including those who typically disagree, and engages them in creative ways. Works to overcome barriers when selling and implementing innovative ideas and approaches.

  • Analyze Issues - Demonstrated results indicating deep knowledge of analyzing issues. Critically identifies an issue's scope and parameters while analyzing it from multiple perspectives. Determines the root causes as well as broad implications of issues. Integrates information and defines an array of alternatives. Applies a wide variety of analytical tools and processes (e.g. Six Sigma) on a regular basis to complete key projects and solve complex problems.

  • Tolerance of Ambiguity - Can consistently decide and act without having all the details of a situation. Tolerates uncertainty. Can comfortably assess the risk of uncertainty. Acts resourcefully when dealing with ambiguous situations. Can successfully demonstrate and model the skill to others. Can identify uncommon situations associated with the use of this skill and address them independently, or effectively ask for help from a more experienced person. Can provide coaching to lower level performers on how to use the skill in typical work situations.

  • Influencing - Consistently demonstrates the ability to encourage others to change their mindset and/or behaviors to achieve positive results. Can successfully demonstrate and model the skill to others. Can identify uncommon situations associated with the use of this skill and address them independently, or effectively ask for help from a more experienced person. Can provide coaching to lower level performers on how to use the skill in typical work situations.

  • Champion Change - Solid understanding of change management processes, systems and tools.

  • Applies change management processes and tools to help self and others manage change. Keeps others informed of and involved in change through planned communications. Applies change management processes and tools to help self and others manage changes on relatively small scale.

  • Six Sigma - A trained Green Belt or trained Black Belt in one the three disciplines: (1)TDFSS (Technology Development for Six Sigma): the systematic methodology of integrating statistical tools into the Product Proceeding Technology process in order to achieve predictive design quality and meet Voice of the Customer requirements. (2)DFSS (Design for Six Sigma): similar tools used in the product and process development work in order to achieve predictive design quality and meet Voice of the Customer requirements. (3)DMAIC (Define, Measure, Analyze, Improve, Control) Six Sigma: a disciplined approach to enterprise-wide quality and improvement and variation reduction using statistically-based tools.

  • Set the Aim - Solid understanding of how to set the aim. Demonstrates understanding of measurement standards to achieve organizational goals. Communicates to others the relationship between the organization mission and vision and their own priorities, roles, and responsibilities.

  • Clarifies roles and responsibilities on an ongoing basis as situations evolve.

  • Excellent communications skills in English and French (verbal and written)

  • Demonstrated professionalism and credibility

  • Ability to collaborate easily with different levels of the hierarchy

EDUCATION, LICENSES, CERTIFICATIONS:

College, university, or equivalent degree in field appropriate for the function required.

EXPERIENCE:

Significant relevant work experience (at least 5 years) required. Experience leading operations initiatives. Experience across organizations and local regions preferred.

If you have any questions or are interested in the above position please contact Simona Dumitru at simona.dumitru@cummins.com before August 8, 2017.

We are an Equal Opportunity Employer