Overview:
Requirements:
value stream mapping
Job Description – Process Improvement Specialist
Short Overview of Job Responsibilities
This role is a key position within a newly created team responsible for the delivery of process
innovation and continuous improvement initiatives across multi-jurisdictions. It will play an important role in helping to foster a culture of sustainable change through the creation and embedding of
Teleperformance methodology and the supporting framework to deliver business transformation.
Responsibilities:
- To identify and deliver service improvement activity across the business through employing
process improvement methodologies and the application of innovative thinking
- To work with key business stakeholders to build a continuous improvement environment to
support an ongoing programme of change
- To support the delivery of better value and greater efficiency through the identification and
elimination of unnecessary complexity within business processes and identification of better
ways of working
- To identify trends and process variations as part of establishing a continuous improvement
monitoring system
- To assist in the development and implementation of a ‘best-in-class’ continuous improvement
strategy
- To take ownership of change initiatives from evolution/efficiency identification through to
project delivery via internal governance and controls
- To elicit requirements and drive process change using staff interviews, document analysis,
requirements workshops, surveys, site visits, business process descriptions, business analysis
and workflow analysis
- To work with other team members and business services departments to devise new support
material based on the revised processes, to include training, reporting and systems
enhancements
- To actively monitor project risks to foresee/identify potential problems and proactively
identify solutions to address in advance
- To ensure the business impact and project objectives/dependencies are identified, always
reported on and managed
- To set up a program, deliver coaching and run projects
- To complete post implementation reviews to ensure successful delivery has been achieved
and to ensure that improvements can be made for future projects
Requirements:
- Minimum of 3 years of experience in the same field or capacity
- Client-Focused Solutions Experience, Project Management Skills, Ability to Communicate
Client Needs with staff
- Excellent understanding of continuous improvement concepts including Six Sigma, Lean
Ideal Skills
- Process Excellence
- Collaboration
- Communication
- Emotional Intelligence
- Open-Mindedness
- Critical Thinking
- Solution Orientation
- Entrepreneurship
- AI Proficiency
- Data Literacy
value stream mapping
- Talent to influence management and ability to manage multiple projects
- excellent written and oral communication skills
- Preferably with either one of the following certifications – COPC, PMP or Lean 6Sigma
- Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, and
PowerPoint
- Experience of the whole project life cycle, able to operate in the initial conceptual design
stage, in the depths of system testing, and at each stage in between
- Stakeholder management skills