Operational Excellence Director- Shared Service Center 10901
The Center for Shared Services at West Virginia University is seeking applicants for a Director of Operational Excellence. The Director of Operational Excellence will oversee the continuous improvement operations in the WVU Shared Services Center (SSC). The primary responsibilities include day to day management and support of the continuous improvement operations staff, developing relationships with customer groups, reporting on metrics developed for internal and external use of the shared services center and maintaining the technology required to support the shared services center.
In order to be successful in this role, the ideal candidate will:
Work with ITS Project Manager to stand up case management system, including portal, telephony and knowledgebase technical requirements.
Lead a team to implement knowledgebase (KB) including KB taxonomy and group structure, KB content process and tracking plan, identify content authors and approver, assist with review of KB articles, develop KB maintenance plan.
Responsible for developing and maintaining service relationships with constituent representatives across campus
Maintain relationships through effective and timely communication
Attending and hosting meetings with representatives from all units served at WVU to obtain feedback.
Identify, analyze, design and implement continuous improvement opportunities using information from customer groups, the case management system and other business systems used in the SSC.
Monitors quality of service delivery, monitoring will be done through established performance indicators and data pulled from case management system.
Based on quarterly reviews or requests, conduct analysis and research to identify trends and opportunities for automation.
Annually review the current process maps with unit leaders in Finance and Talent and Culture to determine and make any updates or changes to the maps
Collaborate with directors from other areas of the service center to ensure cross team support in the SSC
Responsible for gathering and reporting data metrics for service center
Monitor and report goals and metrics from the case management system and compare to documented expectations from the service level agreements.
Develop operations reports and provide them to SSC Directors.
Design processes that maintain strong internal controls.
Support the business and operational requests of the SSO Director by preparing monthly reports to provide information to be distributed to WVU leadership
Communicate performance goals and metrics, both internally to SSC employees and externally to units supported by the shared services center
Support business systems in the SSC, which include functions within the Oracle Financial System, Taleo (WVU Hiring system), the case management system and others.
Maintain knowledge base library through use of the knowledgebase maintenance plan
Ability to communicate effectively with process owners to guide decisions and provide technical know-how
Hire, train and develop operational excellence staff.
Collaborate with directors from other areas of the service center to ensure cross team support in the SSC.
Bachelor's degree required.
Ten (10) years experience with:
Management of business/financial operations.
Experience in a large research university setting, service oriented non-profit, or related field required.
Knowledge of State, Board of Governors, and University policies and procedures preferred.
Must be able to communicate well and work with a variety of constituencies.
About WVU At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at http://hr.wvu.edu/.
West Virginia University is an Equal Opportunity/Affirmative Action Employer and the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff and students, and invites applications from all qualified individuals, including minorities, females, individuals with disabilities and veterans.
Job Posting: Feb 11, 2019
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes
Internal Number: 163640
About West Virginia University
West Virginia University, founded in 1867, has a long and rich history as a public, land-grant institution. WVU encourages scholarship and offers high-quality academic programs while serving the state of West Virginia and the nation. WVU statewide includes campuses in Beckley, Charleston, Keyser, Martinsburg and Morgantown – which has been ranked as a #1 Small City in America. WVU is an R1 Doctoral Research University (Highest Research Activity), one of only 115 nationwide. WVU offers 212 degrees throughout the 14 colleges and schools. Areas of specialty include STEM education, healthcare in Appalachia, shale gas utilization, radio astronomy and forensics. WVU researchers have helped confirm the existence of gravitational waves and uncovered diesel vehicle emissions discrepancies. Statewide, there are over 31,000 graduate and undergraduate students along with 190,000 alumni worldwide. WVU is reinventing West Virginia’s future by strengthening education, healthcare and broad-based prosperity.