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Business Process Excellence Senior Lead (Senior Process Architect)

Basic Information

Ref Number

Req_00137160

Primary Location

SV - Antiguo Cuscatlan - Las Cascadas

Additional Locations

[DNU] - IE - Cork - City Gate, [DNU] - IE - Cork - Nessan 5, [DNU] GB - Cannock - Watling Street, Fairview, GT - Quetzaltenango - Xela, GT - Guatemala - Pradera East, GT - Guatemala - Torre Pradera, Iloilo Pavia, One Le Grand, PH - Iloilo - Pavia Tower 2, PH - Iloilo - SM Strata Tower, PH - Manila - Araneta Center, PH - Manila - Discovery, PH - Manila - Market! Market! Mall, PH - Manila - McKinley Exchange CC, PH - Manila - McKinley West, PH - Manila - Vertis North CC - Tower 3, PH - Manila - VistaHub (Govo), SV - Santa Tecla - Plaza Merliot, TR - Istanbul - Sinpaş Flat Ofis, TR - İzmir - Organize Sanayi Bölgesi

Country

El Salvador

Job Type

Support Positions

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

Position Overview:

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

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 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.
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