Project Mgr II ( Process Improvement) Job in Toronto/Gta, Ontario Canada
Telus
About the Job
- Drive strategies and solutions based on results of root cause analysis, performing cost/benefit/ROI analysis and ongoing status updates
- Leads the execution of programs and ensures adherence to timelines.
- Provide expert-level methodology guidance and direction to the team and key stakeholders, using documented, formal cause and effect techniques to identify the root cause of customer contacts (initial, repeats, transfers, second/third handling)
- Partner with interdependent business units (marketing, product development, BTTO, sales channels) to identify and size impact of opportunities while driving solutions with timely execution
- Lead, manage and support the program's requirements for capital and build a structure to expedite development life-cycles.
- Drives solutions based on the results of the root cause analysis to prevent additional customer contacts, performs cost/benefit/ROI analysis and provides ongoing status updates
- Develop a standardized process to monitor the progress and results of all programs including performance tracking, process improvement
- Ongoing identification of credit reduction opportunities and enable process to set up working stream
- Measure and track benefits on recently initiated solutions
- Maintain a strong understanding of TELUS applications, product and services, organizational delivery capabilities, and TELUS end-to-end processes
- Creates and maintains an environment that is engaging, motivating and encourages input from all team members
- Create and manage project plans
- Builds effective working relationships with internal/ external partners
- Minimum 5 years in operational and/or technical environment
- Candidates with knowledge of Operational Readiness (Call Centre, Marketing, Sales, or Fields), Project Gate Process, Assure and Care, and UAT will be given preference
- Knowledge of Business Analysis methodologies
- Knowledge of process development and continuous improvement methodologies
- Strong end to end operational knowledge of service delivery and assurance or customer care processes
- Telecommunications/call centre knowledge
- Good understanding of TELUS call centre applications and back end billing systems
- Demonstrated ability to identify and solve complex problems
- Demonstrated strong leadership and project management skills
- Utilize advanced conceptual and critical thinking skills for business planning and/or problem analysis and resolution
- Strong process, design, analysis and change management skills
- Strong analytical, creative problem-solving and diagnostic skills
- Demonstrated strategic thinking skills
- Proven ability to manage people, processes, and technology
- Strong influential skills to shape the development of business strategies, shape or obtain the support of executive level management, and elicit cooperation and consensus from key business partners
- Good communication and interpersonal skills to convey conceptual information and ideas to business partners
- Ability to communicate and present to senior leaders in the organization
- Well-developed writing skills to articulate ideas that involve interpretation, analysis and assessment.
- Knowledge of industry standard call centre performance metrics
- Solid financial and quantitative skills with a proven track record for delivering high quality results
- Demonstrated success managing new initiatives while meeting operating and budgetary requirements
- Passion for excellence, strong work ethic and solutions-oriented
- Fast learner with an entrepreneurial spirit
- University degree and/or 5-7 years equivalent combination of experience and education
- Six sigma Green Belt certification and relevant experience, BlackBelt as asset
- Experience in driving enterprise-wide programs
- Experience in a senior leadership role, leading process improvement teams or self-managed work team
- Experience working in fast paced continually changing environments
July 6, 2009
• Tags: Gta, Ontario Canada, Project Mgr II ( Process Improvement) Job in Toronto • Posted in: General