Process Re-Engineering Specialist Job in Dublin
Job title: Process Re-Engineering Specialist
Organisation: Customer Management Operations - Consumer Small Business
Reports to: Head of Command Centre
Location: Dublin
Key deliverables
This is a dynamic and challenging position, being responsible for identifying, leading and managing major process improvement projects across the business.
Eircom are looking for a career-motivated process improvement expert who has a passion for continuous improvement initiatives and customer experience processes. They will contribute to the strategic direction and operational effectiveness of the team whilst building a continuous improvement programme, supporting business strategy. To be considered for this position, the successful candidate will possess the following:
* Accredited Six Sigma Black Belt
* Excellent experience in leading Continuous Improvement initiatives
* Good focus on Customer Experience
* Strong Project Management skills
* Excellent skills in Stakeholder management
* Exposure within the Telecom Services desirable
This role offers the chance to lead and manage process improvement and re-engineering projects, coach junior consultants in Lean Six Sigma initiatives, as well as liaising with senior stakeholders in defining a best practice process operating model.
Roles Responsibilities
Business/Operations Management
- Works with the Business Process re-Engineering team in defining, designing and implementing continuous improvement programs.
- Responsible for the definition of improvement projects, managing the selection process for projects, and assessing the effectiveness of the improvement program.
- Works with site management team and other levels of line management regarding performance metrics to measure program success.
- Collaborates with Business Process re-Engineering resources to share and apply best practices.
- Lead and execute major process improvement and cost savings projects, to deliver financial results within specified time frames
- Analyze current operations to identify new project opportunities and financial benefits. Determine key drivers to meet site/ department business objectives
- Mentor Green and Blue Belts on continuous improvement projects
- Manage overall Lean Six Sigma capability building strategy for the site, assist with Blue Belt and Green Belt training classes.
- Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote continuous process improvements culture
- Aligning projects and initiatives with key strategic objectives of the organisation and establishing interface with process owners / business units to ensure initiatives are aligned with overall business strategy
- Co-ordinating implementation of process improvements across the operation, identifying and/or internally recruiting and managing short term resources to complete planned work and deliverables
- Driving process leadership and continuous improvement culture across the Contact Centre organisation
- Ensuring appropriate communications, briefings and trainings of change initiatives are delivered to relevant audiences at suitable timings
- Participating in Contact Centre organization task forces, programs, cross-functional teams, as required
- Supporting regularly scheduled meetings to review service performance; specifically, reviewing Contact Centre activity, analysing scorecard data, identifying process improvements, providing input to target setting and root cause analysis (as needed)
- Track record of championing major change
- Proven demonstration of Lean Six Sigma tool application
- Six Sigma Black Belt Certified
- 3 + Years Black Belt/DMAIC experience
- Previous Lean Six Sigma teaching experience
- Demonstrated high performance history, proven ability to execute and get results
- Excellent leadership, facilitation, and communication skills
- Ability to influence with indirect or no authority
- High level of energy and enthusiasm and ability to energize others
- Ability to work with employees at all levels of the organization. Experience with planning and executing change
- Ability to teach and coach
- Self starter with excellent organization skills
- Strong quantitative and analytical skills, with PC proficiency in Minitab, Visio and M.S. Office/ Project
- Excellent verbal and written communication skills, including presentation skills
- Strong Project Management experience