Basic Information

Ref Number


Primary Location

Ortigas Center



Description and Requirements

  • Develop and produce tangible plans and systems based on analysis of vague outline/concepts.
  • Provide cost effective solutions that:
    • allow for rapid product and service introduction, enhance the customer experience while maintaining and ensuring data integrity; or
    • enhance business performance through process improvements.
  • Develop new tools and processes, and plan & facilitate discussions/meetings/working sessions by demonstrating subject matter expertise when explaining outputs to senior leaders. Ensures open & ongoing communication to support change management.
  • Successfully liaise within team and interfaces with customers, impacted business units, external partners and/or vendors (where appropriate) on cross-functional implementation activities to meet deliverables and influence decision making to maximize operational efficiencies with minimal downstream implications.
  • Leads process improvement aspects of a project or component of a very complex project, and is accountable for creating and managing
  • project or work stream tasks, deliverables and schedule.
  • Responsible for process and system changes for corporate and/or business unit initiatives, including:
    • requirements definition
    • business case development
    • risk assessment / mitigation
    • stakeholder update presentations
    • user interfaces / processes
    • documentation
    • testing
    • communication on basic and/or individual components of projects
    • cost/benefit analysis/ease modeling
  • Maintain awareness of industry trends and technology available that would, if implemented result in operational or efficiency improvements to our processes.

Additional Job Description

  • Responsible for in-depth analysis and definition of client business needs and the design, development, and delivery (including documentation, testing, communication) on medium to very complex projects.
  • Takes vague outline/concepts to produce tangible plans or systems

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.