Transformation Senior Specialist

A Business Transformation Sr. Specialist is a process improvement professional charged with reviewing and analyzing approved operations processes.

(S)he serves as the point person regarding process opportunity information and provides direct feedback to the stakeholders. Interfaces with Workstream Leads on process improvement strategies and supports Performance Management in identifying process improvement initiatives and facilitates implementation and completion.

The position will report to the Business Transformation Manager.

Responsibilities:

• Business Process Mapping/Analysis: Provide guidance and support to the different workstreams in analyzing their standard processes. Designs strategies for performing business analysis and associated initiatives.
• Data Analytics and Process Analysis: Routinely validates data quality and reviews KPI performance and trends to be able to prepare various analytical insights for potential business process improvement opportunities. Collaborates with the teams in doing root cause analysis to get more detailed level of information.
• Process Improvement Reporting and Monitoring: Develops process improvement reports / dashboard on a regular basis which includes an objective assessment and detailed action planning on Process Maturity.

Required:

Knowledge of Contact Center / Shared Services industry

Attention to Detail

Strong Problem Solver

Strong written and verbal communication skills

Very good presentation skills

Ability to work independently with minimal direction

Demonstrate ability to work as part of high demand, high expectation, dynamic team

Demonstrated ability to work effectively through change

Strong work ethic with a professional, positive attitude

Ability to prioritize workload, meet deadlines and thrive in a fast-paced environment

An innovative, goal oriented and results driven approach

Ability to convey and present own point of view and reach best solution in a collaborative manner