JOB PURPOSE/MISSION/SUMMARY

The PMO & Operational Excellence Manager is responsible for leading enterprise project governance, quality management, operational excellence, and continuous improvement initiatives across Global Business Services. The role provides leadership and structure to ensure projects, programs, and operational improvement activities are delivered efficiently, consistently, and in accordance with established governance, quality, compliance, and performance standards.

This role drives performance optimization through project discipline, process excellence, analytics, automation, stakeholder engagement, and quality management. The PMO & Operational Excellence Manager partners with functional leaders, project sponsors, process owners, and operational teams to strengthen governance routines, improve service delivery outcomes, reduce operational risks, and build a sustainable culture of accountability, quality, and continuous improvement.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS

• ·       Leads the Project Management Office and provides governance across programs, projects, transformation initiatives, operational improvement efforts, and business-critical deliverables.
• ·       Establishes, maintains, and continuously enhances project management methodologies, standards, templates, governance routines, and best practices.
• ·       Oversees project intake, prioritization, planning, execution, monitoring, escalation, closure, and post-implementation review processes.
• ·       Reviews portfolio performance and provides visibility into project health, milestones, dependencies, risks, issues, resource utilization, and delivery commitments.
• ·       Manages complex enterprise and cross-functional projects from initiation through implementation and closure, ensuring delivery within agreed scope, timeline, budget, and quality expectations.
• ·       Develops project plans, schedules, resource strategies, communication plans, dashboards, status reports, risk registers, and issue logs to support disciplined execution.
• ·       Coaches and develops project managers, project teams, and workstream leads on project management disciplines, governance expectations, tools, and execution standards.
• ·       Develops, implements, and maintains Quality Management Systems aligned with ISO 9001, organizational standards, internal control expectations, and applicable compliance requirements.
• ·       Establishes quality standards, controls, audit protocols, compliance monitoring mechanisms, corrective action processes, and preventive action routines.
• ·       Conducts quality reviews, audits, assessments, gap analyses, and root cause reviews to identify improvement opportunities and ensure audit readiness.
• ·       Leads Lean, Six Sigma, Kaizen, automation, process simplification, and operational excellence initiatives to improve efficiency, effectiveness, quality, productivity, and customer experience.
• ·       Identifies opportunities to leverage automation, analytics, process digitization, and technology-enabled improvements to strengthen controls, reduce manual effort, and improve service outcomes.
• ·       Partners with functional leaders, technology teams, operations teams, and business stakeholders to implement scalable and sustainable process improvements.
• ·       Develops executive dashboards, governance reports, quality scorecards, KPI views, SLA reporting, and management presentations to support data-driven decision-making.
• ·       Measures and reports project, quality, and operational performance against established targets, service expectations, controls, and business outcomes.
• ·       Represents the PMO, quality, and operational excellence function in leadership reviews, governance forums, audits, business meetings, and stakeholder discussions.
• ·       Establishes operational objectives, performance expectations, resource plans, workload balancing approaches, and capacity management routines aligned with organizational priorities.
• ·       Leads, mentors, and develops team members to strengthen project management, quality, continuous improvement, analytics, and operational excellence capabilities.
• ·       Promotes a culture of accountability, collaboration, disciplined execution, continuous improvement, customer focus, and quality excellence.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES

• ·       Advanced knowledge of project management frameworks, governance models, portfolio management practices, and project delivery methodologies.
• ·       Strong understanding of Quality Management Systems, ISO 9001 standards, audit practices, compliance requirements, quality controls, corrective action planning, and preventive action management.
• ·       Demonstrated capability in Lean, Kaizen, Six Sigma, continuous improvement, process standardization, operational excellence, and process redesign.
• ·       Strong analytical capability with ability to interpret business, project, quality, financial, and operational performance data to support sound decision-making.
• ·       Proficiency in project management, reporting, data visualization, collaboration, productivity, and business analytics tools.
• ·       Strong knowledge of risk management, issue management, dependency management, controls frameworks, governance routines, and escalation management.
• ·       Business acumen and operational understanding across shared services, global business services, transformation, and business operations environments.
• ·       Strong understanding of automation technologies, process digitization, analytics, and technology-enabled operational improvement.
• ·       Strategic thinking with strong execution focus and ability to translate business priorities into structured plans and measurable outcomes.
• ·       Excellent stakeholder management, executive communication, presentation, facilitation, and influencing skills.
• ·       Strong decision-making, prioritization, problem-solving, change leadership, and organizational agility.
• ·       High level of integrity, accountability, attention to detail, ownership, and commitment to results.

KEY DELIVERABLES

• ·       Enterprise project governance framework, standardized PMO methodologies, tools, templates, and project lifecycle processes.
• ·       Project portfolios, roadmaps, project plans, executive dashboards, status reports, governance packs, and management presentations.
• ·       Resource allocation plans, capacity plans, risk registers, issue logs, dependency registers, project closure reports, and lessons learned documentation.
• ·       Quality Management System documentation, ISO compliance records, quality standards, audit reports, corrective and preventive action plans, and quality training materials.
• ·       Operational performance dashboards, quality scorecards, KPI and SLA reporting, stakeholder satisfaction assessments, and action plans.
• ·       Lean, Six Sigma, Kaizen, continuous improvement, process simplification, automation, and process digitization initiatives.
• ·       Standard operating procedures, process documentation, operational excellence frameworks, control documentation, and governance routines.
• ·       Improved project delivery performance, increased quality and compliance adherence, reduced operational risk and process variation, enhanced stakeholder satisfaction, and improved operational efficiency.

STRATEGIC IMPACT

• ·       Strengthens enterprise project governance and disciplined execution capability across Global Business Services.
• ·       Enables successful delivery of strategic business initiatives, transformation programs, operational improvement efforts, and cross-functional projects.
• ·       Advances operational excellence through standardized processes, quality controls, data-driven performance management, and scalable governance routines.
• ·       Improves organizational performance, productivity, compliance, service delivery effectiveness, and stakeholder satisfaction.
• ·       Enhances compliance with ISO, regulatory, organizational policy, and internal control requirements.
• ·       Promotes a sustainable culture of accountability, continuous improvement, quality excellence, innovation, and customer-centric execution.
• ·       Maximizes business value realization from projects, programs, quality initiatives, and operational improvement activities.

EDUCATION, EXPERIENCE & CERTIFICATIONS

BASIC REQUIREMENTS

• 10+ years of progressive experience in Project Management, PMO, Operational Excellence, Quality Management, Continuous Improvement, Transformation, Business Operations, or related disciplines.
• 5+ years of leadership, people management, program management, or functional leadership experience.
• Demonstrated experience leading enterprise projects, governance frameworks, quality programs, process improvement initiatives, and cross-functional transformation efforts.
• Experience presenting to, influencing, and partnering with senior leaders, project sponsors, executive stakeholders, and global business partners.
• Experience within shared services, global business services, operations, quality, process excellence, or transformation environments is preferred.

PREFERRED QUALIFICATIONS / CERTIFICATIONS

• Project Management Professional (PMP), PRINCE2, Agile, Scrum, or equivalent project management certification.
• Lean Six Sigma Green Belt, Black Belt, Kaizen, Process Excellence, or Continuous Improvement certification.
• ISO 9001, Quality Management, internal audit, risk management, or compliance-related certification.
• Advanced proficiency in project management, analytics, reporting, collaboration, automation, and data visualization tools.

PURPOSE/MISSION/SUMMARY

The PMO & Operational Excellence Manager is responsible for leading enterprise project governance, quality management, operational excellence, and continuous improvement initiatives across Global Business Services. The role provides leadership and structure to ensure projects, programs, and operational improvement activities are delivered efficiently, consistently, and in accordance with established governance, quality, compliance, and performance standards.

This role drives performance optimization through project discipline, process excellence, analytics, automation, stakeholder engagement, and quality management. The PMO & Operational Excellence Manager partners with functional leaders, project sponsors, process owners, and operational teams to strengthen governance routines, improve service delivery outcomes, reduce operational risks, and build a sustainable culture of accountability, quality, and continuous improvement.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS

• Establishes, maintains, and continuously enhances project management methodologies, standards, templates, governance routines, and best practices.
• Oversees project intake, prioritization, planning, execution, monitoring, escalation, closure, and post-implementation review processes.
• Reviews portfolio performance and provides visibility into project health, milestones, dependencies, risks, issues, resource utilization, and delivery commitments.
• Manages complex enterprise and cross-functional projects from initiation through implementation and closure, ensuring delivery within agreed scope, timeline, budget, and quality expectations.
• Develops project plans, schedules, resource strategies, communication plans, dashboards, status reports, risk registers, and issue logs to support disciplined execution.
• Coaches and develops project managers, project teams, and workstream leads on project management disciplines, governance expectations, tools, and execution standards.
• Develops, implements, and maintains Quality Management Systems aligned with ISO 9001, organizational standards, internal control expectations, and applicable compliance requirements.
• Establishes quality standards, controls, audit protocols, compliance monitoring mechanisms, corrective action processes, and preventive action routines.
• Conducts quality reviews, audits, assessments, gap analyses, and root cause reviews to identify improvement opportunities and ensure audit readiness.
• Leads Lean, Six Sigma, Kaizen, automation, process simplification, and operational excellence initiatives to improve efficiency, effectiveness, quality, productivity, and customer experience.
• Identifies opportunities to leverage automation, analytics, process digitization, and technology-enabled improvements to strengthen controls, reduce manual effort, and improve service outcomes.
• Partners with functional leaders, technology teams, operations teams, and business stakeholders to implement scalable and sustainable process improvements.
• Develops executive dashboards, governance reports, quality scorecards, KPI views, SLA reporting, and management presentations to support data-driven decision-making.
• Measures and reports project, quality, and operational performance against established targets, service expectations, controls, and business outcomes.
• Represents the PMO, quality, and operational excellence function in leadership reviews, governance forums, audits, business meetings, and stakeholder discussions.
• Establishes operational objectives, performance expectations, resource plans, workload balancing approaches, and capacity management routines aligned with organizational priorities.
• Leads, mentors, and develops team members to strengthen project management, quality, continuous improvement, analytics, and operational excellence capabilities.
• Promotes a culture of accountability, collaboration, disciplined execution, continuous improvement, customer focus, and quality excellence.

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES

• Strong understanding of Quality Management Systems, ISO 9001 standards, audit practices, compliance requirements, quality controls, corrective action planning, and preventive action management.
• Demonstrated capability in Lean, Kaizen, Six Sigma, continuous improvement, process standardization, operational excellence, and process redesign.
• Strong analytical capability with ability to interpret business, project, quality, financial, and operational performance data to support sound decision-making.
• Proficiency in project management, reporting, data visualization, collaboration, productivity, and business analytics tools.
• Strong knowledge of risk management, issue management, dependency management, controls frameworks, governance routines, and escalation management.
• Business acumen and operational understanding across shared services, global business services, transformation, and business operations environments.
• Strong understanding of automation technologies, process digitization, analytics, and technology-enabled operational improvement.
• Strategic thinking with strong execution focus and ability to translate business priorities into structured plans and measurable outcomes.
• Excellent stakeholder management, executive communication, presentation, facilitation, and influencing skills.
• Strong decision-making, prioritization, problem-solving, change leadership, and organizational agility.
• High level of integrity, accountability, attention to detail, ownership, and commitment to results.

KEY DELIVERABLES

• Project portfolios, roadmaps, project plans, executive dashboards, status reports, governance packs, and management presentations.
• Resource allocation plans, capacity plans, risk registers, issue logs, dependency registers, project closure reports, and lessons learned documentation.
• Quality Management System documentation, ISO compliance records, quality standards, audit reports, corrective and preventive action plans, and quality training materials.
• Operational performance dashboards, quality scorecards, KPI and SLA reporting, stakeholder satisfaction assessments, and action plans.
• Lean, Six Sigma, Kaizen, continuous improvement, process simplification, automation, and process digitization initiatives.
• Standard operating procedures, process documentation, operational excellence frameworks, control documentation, and governance routines.
• Improved project delivery performance, increased quality and compliance adherence, reduced operational risk and process variation, enhanced stakeholder satisfaction, and improved operational efficiency.

STRATEGIC IMPACT

• Enables successful delivery of strategic business initiatives, transformation programs, operational improvement efforts, and cross-functional projects.
• Advances operational excellence through standardized processes, quality controls, data-driven performance management, and scalable governance routines.
• Improves organizational performance, productivity, compliance, service delivery effectiveness, and stakeholder satisfaction.
• Enhances compliance with ISO, regulatory, organizational policy, and internal control requirements.
• Promotes a sustainable culture of accountability, continuous improvement, quality excellence, innovation, and customer-centric execution.
• Maximizes business value realization from projects, programs, quality initiatives, and operational improvement activities.

EDUCATION, EXPERIENCE & CERTIFICATIONS

BASIC REQUIREMENTS

• 10+ years of progressive experience in Project Management, PMO, Operational Excellence, Quality Management, Continuous Improvement, Transformation, Business Operations, or related disciplines.
• 5+ years of leadership, people management, program management, or functional leadership experience.
• Demonstrated experience leading enterprise projects, governance frameworks, quality programs, process improvement initiatives, and cross-functional transformation efforts.
• Experience presenting to, influencing, and partnering with senior leaders, project sponsors, executive stakeholders, and global business partners.
• Experience within shared services, global business services, operations, quality, process excellence, or transformation environments is preferred.

PREFERRED QUALIFICATIONS / CERTIFICATIONS

• Project Management Professional (PMP), PRINCE2, Agile, Scrum, or equivalent project management certification.
• Lean Six Sigma Green Belt, Black Belt, Kaizen, Process Excellence, or Continuous Improvement certification.
• ISO 9001, Quality Management, internal audit, risk management, or compliance-related certification.
• Advanced proficiency in project management, analytics, reporting, collaboration, automation, and data visualization tools.