Basic Information

Ref number

Req_00081388

Primary Location

Cascadas

Additional Locations

Merliot

Country

El Salvador

Job type

Support Positions

Description and Requirements

Business Process Excellence Analyst III - Process Consulting Services 

(Process Analyst)


About the role:

The Process Consulting Services (PCS) team is a high-performing team that drives results through creative-thinking and problem-solving, coupled with precision execution and performance measurement. We operate in the demanding and fast-paced area of emerging products and lines of business, off the beaten path where we must navigate ambiguity together in a collaborative environment and continually develop and execute on a roadmap to drive value to the business. The team is looking for a professional process analyst who is experienced in the TI process documentation methodology to create process maps, SOPs, and playbooks for our clients or potential clients outside of the BPO industry in the space of digital transformation. This role will interact directly with our TIDS organization and client leadership team to provide a visual representation of the business processes and improvement recommendations focused on efficiency, technology, and people.


Responsibilities:
This role will participate in multiple engagements simultaneously. Will assist with documentation of ‘as-is’ processes of different complexity by leading interviews and working sessions. Will perform a robust business evaluation of opportunities anticipating requirements and will uncover areas of improvement to enable TI Digital solutions and professional services.

The ideal candidate must work in a constantly changing environment where processes are defined collaboratively with a diverse group of stakeholders, executives, managers, and subject matter experts; therefore needs to feel comfortable conducting process assessments, generating discussion to uncover opportunities, and leading process improvement redesign to enable the client’s organization to reach their goals while improving customer experience. The ideal candidate has proven experience in process improvement tools, project management, interview facilitation, and producing documentation to a high standard.

 

Skills & Requirements:

  • Schedule flexibility.

  • Travel is required. US Visa and Canadian Visa are desirable.

  • Excellent communication and interpersonal skills; ability to interface at all levels of the organization, including facilitation consultation, negotiation and influencing skills to impact decisions

  • Demonstrated ability to apply formal project management tools and methodologies

  • Advanced problem solving and risk management skills and ability to work collaboratively with other departments to resolve complex issues with innovative solutions

  • Ability to multitask, meet deadlines and adhere to project timelines

  • Process redesign: Able to analyze and assess current processes and redesign them for operational efficiency

  • Relationship builder: Able to build positive working relationships with all levels of management (including Directors and VP’s)

  • Coaching skills: Inspires confidence and thoughtful discussions amongst team members and individuals to achieve goals

  • Change manager: able to navigate your team through ambiguity and inspire positive change

  • Creative and innovative thinker: able to be the driving force behind innovation and support business success

  • Time Management: strong organizational skills with the ability to scope out difficult tasks, set objectives and goals, develop schedules, prioritize multiple activities, and anticipate roadblocks

  • Proactive: takes initiative and ownership of understanding escalation drivers across multiple channels as well as initiating required program enhancements through to resolution

 

Knowledge:

  • English - B2 - Required

• Oral and written comprehension

• Appropriate use of language

  • Vast experience with GSuite or Office tools, Visio or Lucidchart (required).

  • Contact center industry knowledge (required).

  • Understanding of TELUS International Digital Solutions offers and products (desirable).

  • Lean Six Sigma knowledge (desirable).

  • ITIL 4 Knowledge (desirable)

 

Studies & Experience:

  • Bachelor's degree (required). Preferably in Business, Engineering, Computer Science, or equivalent combination of education or experience. 

  • Master degree (desirable). Preferably in Business Administration, Logistics, Finance or equivalent

  • Minimum 2 years experience in a similar role or working with process improvement initiatives (required).

  • Experience documenting processes, SOPs, and playbooks (required). 

  • Experience supporting strategic projects or initiatives with multiple stakeholders (required).

 

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

About the role:

The Process Consulting Services (PCS) team is a high-performing team that drives results through creative-thinking and problem-solving, coupled with precision execution and performance measurement. We operate in the demanding and fast-paced area of emerging products and lines of business, off the beaten path where we must navigate ambiguity together in a collaborative environment and continually develop and execute on a roadmap to drive value to the business. The team is looking for a professional process analyst who is experienced in the TI process documentation methodology to create process maps, SOPs, and playbooks for our clients or potential clients outside of the BPO industry in the space of digital transformation. This role will interact directly with our TIDS organization and client leadership team to provide a visual representation of the business processes and improvement recommendations focused on efficiency, technology, and people.