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Business Process Excellence Lead - Hybrid (Quezon City)

Informations de base

Ref Number

Req_00169285

Site principal

PH - Manila - Vertis North CC - Tower 3

D'autres sites

PH - Manila - McKinley West

Pays

Philippines

Types d'emploi

Support Positions

Work Style

Hybrid

Description et exigences

Conduct thorough analysis on existing business processes to identify inefficiencies, bottlenecks, and areas of improvement. Utilize data-driven insights and performance metrics to assess process effectiveness and identify opportunities for optimization. Design streamlined, standardized, and scalable low to medium complexity business processes that leverage best practices and innovation solutions. Identify and evaluate technology solutions that support process automation, digitization, and efficiency gains. Facilitate training and mentor yellow or green belt Lean Six Sigma projects to drive desirable business outcomes. Oversee smooth implementation of process improvement and measure its post-implementation results 
  • Familiarity with process improvement methodologies, tools and technologies (Visio, LucidChart, statistical software…) 
  • Strong analytical skills, with the ability to translate complex data into actionable insights 
  • Ability to solve problems in straightforward situations; analyze possible solutions using technical experience, judgment and precedents 
  • Strong communication, interpersonal and senior stakeholder management skills 
  • Expertise in project management methodologies and best practices 
Required skills + qualities (technical): 

  • 2-3 years of experience with project management is preferred.

  • Lean Six Sigma, preferably Green and Yellow Belt, with at least 3 GB projects completed and at least 1 year leading multiple strategic initiatives.

  • Certified in COPC.

  • Experience with Monday.com.

  • Background in the BPO industry.

  • Facilitation with Own.it/Workout methodology.

  • Drive outcome based decisions based on business case analysis.

  • Build and Manage Reporting Dashboard focused on key customer contact drivers & processes driven by VOC.

  • Advanced Understanding of Call Centre at Management (strategy, objectives, corporate decisions).

  • Advanced MS Excel, PowerPoint, Word; Proficient Minitab or other statistical software.

  • 1+ years of experience in process improvement

  • Bachelor’s degree in Business, Engineering or related field

  • B2+ oral and written English

Description supplémentaire du poste

Conduct thorough analysis on existing business processes to identify inefficiencies, bottlenecks, and areas of improvement. Utilize data-driven insights and performance metrics to assess process effectiveness and identify opportunities for optimization. Design streamlined, standardized, and scalable low to medium complexity business processes that leverage best practices and innovation solutions. Identify and evaluate technology solutions that support process automation, digitization, and efficiency gains. Facilitate training and mentor yellow or green belt Lean Six Sigma projects to drive desirable business outcomes. Oversee smooth implementation of process improvement and measure its post-implementation results
Langues
English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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