Head of Continuous Improvement

4 months ago

Toronto, Canada OFX Full time

Company Description
**Hi.** We’re OFX, a global provider of online, international payment services. We solve the complexity of moving money and enable better decisions. Headquartered in Sydney with offices worldwide, we’re a customer-focused business that is all about inspiring customer confidence.

At OFX, you’ll have the opportunity to reach beyond your role and function across disciplines. Make use of your diverse skill set at a business that values your expertise and turn your potential into reality.

**Job Description**:
Your purpose as Head of Continuous Improvement is to develop, implement and lead an ongoing program of process innovation and continuous business improvement initiatives for OFX. Partnering with key operational, product & technology areas, the Head of Continuous Improvement will design and manage initiatives to continually improve OFX’s client experience, operational efficiency, and quality standards to drive the growth and profitability of the company.

**What you do**
- Design and implement OFX’s Continuous Improvement program and approach to
- develop insights, measure, analyse, and report on the business performance of key end to end processes and identify opportunities to improve efficiency and quality and elimination of unnecessary complexity.
- Build and develop a small team to support the continuous improvement program including identifying necessary skills and competencies required and recruiting, training and coaching team members.
- Lead the mapping and documentation of current end to end processes, dependencies, and optimize the use of company-wide process mapping tools and knowledge systems such as Promapp & Confluence.
- Work with operational and product teams to develop and enhance internal workflow and case management tools, processes & measurement.
- Work closely with cross-functional teams to identify improvement opportunities and develop and implement plans to address them including understands key customer experience and customer service trends and insights.
- Develop and implement process improvement tools, techniques, and methodologies to improve performance and efficiency.
- Foster a culture of continuous improvement by providing training and coaching to employees at all levels of the organization.
- Establish metrics to measure the success of the continuous improvement program and report progress to senior management.

**Qualifications**:
You will be an accomplished Continuous Improvement specialist, preferably with experience gained in digital and payments businesses.

**Knowledge, skills, experience**
- 8+ years of experience in process improvement, preferably in the financial services industry or a related field.
- Strong knowledge and experience in methodologies such as Lean Six Sigma, Agile, or Kaizen.
- Experience leading cross-functional teams and driving change across an organization.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to influence and motivate others.
- Strong project management skills with the ability to manage multiple projects simultaneously.
- Flexibility and adaptability to work within tight deadlines and changing priorities
- Strong interpersonal skills with the ability to communicate with staff at all levels of the organisation as well as with external stakeholders.
- Experience with implementing and optimising CRM tools for workflow and case management e.g Salesforce highly desired.

Additional Information
**What it's like working at OFX**

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.
- Always keep learning. We offer LinkedIn learning programs, which all OFXers have access to. We offer a variety of other learning programs and host an annual Open Day to encourage cross functional and soft skill learning
- Giving back, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, that OFXers can use together or individually
- We promote an environment of reward and recognition, OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of channels and awards
- Our Good Vibes employee-led committees organize events to keep our employees engaged inside and outside the office. Whether it’s participating in our weekly yoga class (now also on Zoom), office happ

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