Business Excellence Consultant
LOCATION: Barcelona or Bucharest
JOB PURPOSE:
Reporting to the Sr Manager for Business Excellence Operations for New Business Solutions ESI (NBS ESI), this role will be responsible to support the organization in continuous business improvement by coordinating and support in key initiatives that will lead on proven success of existing or new processes within NBS Operations department.
KEY RESPONSABILITIES:
Lead and coordinate quality, efficiency projects and activities to ensure continuous business improvement. Work close to Implementation, Service teams across the Operations team and BPI lead to identify, support and conduct initiatives to bring excellence to our Clients, by ensuring processes efficiency. Support Operations teams to bring excellence to all related activities; by supporting in change management, communication, internal training and new joiners onboarding plan creation. Lead and coordinate activities to incorporate NPS, Siebel new requirements and any other tool required within the current processes. Lead and coordinate activities to structure and harmonize internal team content with designated corporate tools and systems. Internal reporting to the department leadership. Support the Organization readiness and change management.
KEY DUTIES / TASKS:
Lead and coordinate quality, efficiency projects and activities to ensure continuous best practices, and quality improvement. Work close to the BPI lead and PMO to analyze existing processes and workflows and develop improvements to meet client expectations. Lead content standardization across the operations team by consolidating existing documentation, ensuring quality and harmonization. Work with solution managers to define requirements to incorporate them within existing processes to make processes more scalable and align with the rest of the company goals. Impact analysis on existing processes, definition on new process and deployment across the department. Work with the BPI lead to ensure operations harmonization across different offers and teams and support on deploying knowledge. Lead activities to build an onboarding content plan for new joiners. Support on team change management for new processes to be implemented as well as communication plan. Prioritize projects to ensure timely completion of deliverables and milestones. Identify opportunities, design and implement improvements to the customer journey and client experience. Ensure compliance with existing methodologies and standards. Must possess extensive knowledge and expertise in the use of requirements definition, communication and change management techniques. Any additional initiative identified in the future to support on client excellence.
EDUCATION and EXPERIENCE:
University degree or comparable education. 3+ years of proven experience in experience leading projects through all phases of delivery. Strong analytical skills and ability to translate data into measurable action and present initiatives to management for evaluation and prioritization. Ability to present complex processes in easy-to-understand terms to various cross functional stakeholders to receive approval and prioritization. Strong communication and change management skills. Experience designing and delivering presentations and training to diverse audiences, including senior management, administrative staff members, technical and non-technical personnel. Able to strategically manage several concurrent projects and be able to quickly respond to shifting priorities. Ability and enthusiasm in animating virtual meetings involving international parties. International culture and ability to work in a multinational environment. Must be able to understand HR/Payroll processes and high-level concepts. Proficient in English. Additional languages are pluses.
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