Senior Manager, Group COE

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Date: 10-Feb-2018

Location: Singapore, Singapore

This position is responsible for facilitating the successful delivery of strategic, cross functional initiatives & programmes for the Singtel Group Centre of Operational Excellence (Group COE) to continuously improve on business performance (revenue improvement, cost reduction, strategic development) and customer experience. The candidate’s primary role will be to support the Group Corporate Functions Domain which overseas and supports a portfolio of supporting business units across Singtel Group (SG and AU).


The roles of the Senior Manager/Lean Six Sigma Black Belt include :

  • To lead & coach multiple teams of full-time and/or extended members (line representatives) to chart detailed project plans, manage the teams, manage the risks and implement the improvement opportunities identified.
  • To train, coach, develop Lean Six Sigma Yellow Belts and Green Belts
  • To be the change agent to drive cultural change and be a trusted partner for key stakeholders across Singtel
  • To partner with BU heads to deliver stakeholder surveys, communications, opportunities identification and drive improvement activities to close the gaps
  • As an advocate to organizational change management, always putting affected stakeholders first, leading the BUs to implement change with change impact and resistance managed and risk mitigated


Key objectives of projects undertaken together with the business units are to:

  • Improve external and internal customer experience from end-to-end
  • Eliminate non-value added components in end-to-end process
  • Estimate potential productivity gains and opportunities for deployment of effort to value-added work so as to realise the gains from the projects
  • Create infrastructure and services to promote lean six sigma mindset and culture
  • Contribute bridge collaboration across business units
  • Improve processes efficiency & effectiveness
  • Standardise process documentation   




  • Bachelor degree
  • Black Belt certified
  • Change Management trained
  • Cross-functional units experience
  • Leading multiple projects
  • Operational excellence experience & results
  • Process and value stream mapping/documentation, to level 5
  • Keen eye for detailed process steps & identification of gaps/opportunities
  • Conversant with use of statistical software, process standard and presentation, including Minitab, Excel and PowerPoint
  • Experience with BPM
  • Statistical Analysis, Minitab
  • Ability to build strong relationships with stakeholders
  • Good oral and written communication skills
  • Ability to effectively facilitate workshops & achieve set objectives
  • Strong Leadership qualities as well as the ability to operate with virtual teams based at various locations
  • Interpersonal and people management skills
  • Ability to overcome objections and adept at persuasion for effective change management
  • Ability to teach, coach, facilitate and nurture virtual members to become qualified LSS practitioners

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