Basic Information
Ref Number
Primary Location
Additional Locations
Država
Job Type
Description and Requirements
Key responsibilities:
Identify and analyze WFM processes that can be automated. Evaluate and identify opportunities to transform Workforce Management (WFM) processes through efficiencies and the implementation of intelligent automation technologies.
Design and develop workflow automation solutions using industry-standard tools and technologies. Identify transformation opportunities, build the case and ROI then lead the delivery.
Train WFM staff on the use of workflow automation solutions
Stay up-to-date on the latest workflow automation trends and technologies
Opportunity Identification: Be POC for all transformation topics across WFM
Utilize data-driven insights and performance metrics to assess process effectiveness and identify opportunities for optimization
Design streamlined, standardized, and scalable high complexity or global 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 green or black belt Lean Six Sigma projects to drive desirable business outcomes
Core Competencies:
Managing self development
Embracing technology
Focusing on customers
Giving support
Functional competencies:
Expert knowledge of process improvement methodologies, tools and technologies (Visio, LucidChart, statistical software…)
Expert analytical skills, with the ability to translate complex data into actionable insights
Ability to lead others to solve complex problems; use sophisticated analytical thought to exercise judgment and identify innovative solutions
Expert communication, interpersonal and senior stakeholder management skills
Strong expertise in project management methodologies and best practices
Qualifications:
5+ years of experience in process transformation and identifying areas that would be enhanced by technology
Bachelor’s degree in Business, Engineering or related field
Green belt Lean Six Sigma certification; black belt certification is desirable
Proficient oral and written English with a second european language desirable
Equal Opportunity Employer
At TELUS International, 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.
Additional Job Description
As a Business Process Excellence Lead- Senior, you drive and oversee the transformation of existing WFM business processes to enhance efficiency, productivity and performance. The WFM Process Architect is responsible for designing, developing, and implementing workflow automation solutions to improve the efficiency and accuracy of WFM processes. This position will work closely with the WFM team and Operations to identify areas for improvement and develop and implement automation solutions that meet the organization's specific needs. This may involve conducting process mapping and analysis, interviewing WFM staff, and reviewing existing documentation. You will lead specific improvement projects employing methodologies such as Lean Six Sigma or Kaizen to drive change. You provide guidance and training to others more junior in the team and wider community. You will also have a deep understanding of where technology can help automate processes.
EEO Statement