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Process Improvement Specialist

Location: 

Toronto, ON, CA Montreal, Quebec, CA Edmonton, AB, CA Vancouver, British Columbia, CA Barrie, ON, CA Calgary, AB, CA

Req ID:  28563
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description

 

Join our team 

 

The Mobility Process & Performance Excellence team is looking for an analytical, innovative process minded team member to evolve the end-to-end customer processes and achieve the next level of business performance and customer experience. 

 

As a Process Improvement Specialist you will enable optimal customer experience outcomes as an integral part of CE, ensuring the most important customer experiences and process pain points are prioritized and have a plan to be addressed in a coordinated way. This position will engage business area(s) in analysis and improvement, leading cross-functional process improvement projects and programs. 

Here’s the impact you’ll make and what we’ll accomplish together 

 

We are looking for a team member who is passionate about process and is always looking for opportunities to enhance our customer and team member experience while championing operational efficiencies. You will develop strategic business partnerships with multiple operational teams by demonstrating a thorough knowledge of our business, our delivery capabilities and leveraging key resources to solve business challenges. 

 

If you are an analytical thinker and change champion who enjoys working with cross-functional delivery teams, Directors and operations leaders at a strategic level this could be the next step in your TELUS journey! 

 

Here's how

 

  • Accountability for the design and performance of customer processes
  • Drive a culture of continuous improvement into the process improvement framework
  • Use business analytics and intelligence to provide insight to create and drive change that improves the customer experiences
  • Identify new opportunities from a wide variety of sources including relationships in the business
  • Manage more complex streams of larger programs. Build and execute on project/process plans using improvement methodologies and tools
  • Plan and facilitate process design and improvement workshops
  • Coach, develop and enable team members to leverage continuous improvement methodologies like Lean Six Sigma, Own.it and Fair Process

 

Qualifications

 

You're the missing piece of the puzzle

 

  • Experience applying Lean, Six Sigma or other process improvement methodologies
  • Strong end-to-end operational knowledge of service delivery and customer care processes 
  • Telecommunications/call centre knowledge
  • Ability to influence the organization to gain support and overcome resistance with data and persuasion
  • Advanced ability to collaborate with partners and stakeholders to achieve goals and drive results 
  • Intermediate knowledge of and experience using project management methodologies, principals and practices. Hands on experience leading business process improvement projects
  • Intermediate knowledge of and hands-on experience using change management methodologies, principals and practices
  • Ability to deal with more complex problems, using analytical skills to identify and understand trends and translate results into actionable items
  • Ability to build relationships with various levels within the organization including senior leaders (Directors/VPs)
  • Highly effective communication and presentation skills, both written and verbal. Able to adjust and adapt social style & communications based on audience (e.g., pace, flow, focus of a presentation 

 

Great-to-haves

 

  • University degree and/or 5-7 years equivalent combination of experience and education
  • Certified or considered an expert in at least one Process Improvement Methodology i.e.Own.it, Lean Six Sigma LSS Green Belt, Process Redesign (External/Non-TELUS certifications subject to evaluation)

 

A bit about us

We’re a people-first, 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. When you join our team, you’re helping us make the future friendly.

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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

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.