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Senior Process Improvement Consultant

Location: 

Calgary, AB, CA Edmonton, AB, CA Vancouver, BC, CA

Req ID:  48233
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description


Are you passionate about driving change and optimizing processes?

 


The Value Centre (VC) team is at the forefront of transforming Customer Solutions Delivery (CSD) from a traditional cost centre into a dynamic profit center. As a high-performing team, we drive national enablement strategies to monetize the residential field workforce. Our focus on end-to-end cost transformation across the value chain ensures we make meaningful contributions to both CSD and TELUS' bottom line. 

 

 

What you’ll do


 
As a Senior Process Improvement Consultant, you'll play a pivotal role in identifying and implementing strategies to enhance operational efficiency across the organization. Reporting to the Manager of the Program Office, you'll leverage your analytical prowess and problem-solving skills to lead initiatives that streamline processes, reduce costs, and foster cross-functional alignment.

 

 

  • Design and implement a comprehensive credit reduction program, directly influencing our financial performance.
  • Analyze data to assess impacts and prepare compelling content that informs strategic decisions.
  • Lead change management efforts across diverse stakeholder groups, ensuring seamless transitions and adoption.
  • Foster strong relationships with our call center operations teams, collaborating to identify opportunities for improvement.
  • Provide timely updates and insightful reporting to various organizational levels, keeping all parties informed and aligned.​
  • Establish cost and customer impact linkages to key process improvements and operational policies
  • Identify, assess and implement new project opportunities for integration related to system, people, product and process
  • Craft and validate compelling financial business cases to drive strategic initiatives

Qualifications


What you bring


 

  • Demonstrated success in leading end-to-end operational transformations, delivering sustainable improvements from initial assessment through to full implementation.
  • Passionate about guiding teams through change, leveraging strong stakeholder engagement to drive successful business transformations.
  • Skilled in developing and implementing innovative process improvements, addressing complex challenges to shape and enhance workforce efficiency and profitability.
  • Recognized for being self-motivated and proactive, consistently taking initiative to drive projects forward and achieve objectives.
  • Exceptional analytical abilities, known for asking insightful questions that uncover underlying issues and inform strategic decisions.
  • Esteemed as a collaborative team player, with excellent communication skills that foster strong relationships across diverse teams.

 


Great-to-haves
 

 

  • A University degree in Business, Finance or other quantitative discipline 
  • 3+ years of enabling and or supporting a consumer operations channel 
  • Familiarity or experience with TELUS consumer products and solutions is an asset 
  • Bilingualism (English & French)
Salary Range:  $91,000-$137,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

Please note that the compensation shown in the job posting may be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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