Job Description
As a Business Process Improvement (BPI) Lead you will be the BPI consultant or BPI lead for priority CS Roadmap programs, where you will be part of the project working group and take on responsibilities for process analysis and design, pilot design and execution and control plan development. You will work cross-functionally with Experience Architects, Segment Managers, Service Improvement Managers and Regional Operations Managers, leading Continuous Improvement pilots and projects that will focus on the analysis and improvement of Service for specific CS business processes, in order to increase operational efficiency, process quality, and result in outstanding customer experience. You will work cross-functionally with other Shared Services functions, Policy, and Support Product to lead the process impact assessment and subsequent process design for high priority changes as part of the Change Management process. You will partner with CS Analytics to design and implement process measurement systems, analyse process data and utilize this information to drive decision making, successful improvement projects to completion, and propose Continuous Improvement projects. You will create queries and utilize data analytics tools to support process improvement efforts. You will be responsible for the delivery of successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results including feature launches throughout the year. Skills: Leads and supports cross-functional project teams to implement operational changes. Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally. Builds relationships with cross-functional CS and broader business stakeholders Supports the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Collects data and insights from operations to identify the root cause of problems. Measures performance against process requirements. Surveys, identifies and analyses best practices for techniques and processes. Leads initiatives to implement best practices in operations. Performs cost and benefit analyses and constructs business cases for process improvement opportunities. Presents opportunities for approval to senior leadership. Communicates progress to stakeholders. Diagrams and evaluates existing processes. Builds and updates Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc. Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures. Education: Industrial Engineering or similar preferred Beneficial Certifications & Licenses: Green Belt Certified Six Sigma Green Belt Certified Please click the link below to apply, or alternatively send an up-to-date CV to ***Please note our client cannot assist with any visa sponsorship and candidates must have the correct visa to live and work in Ireland*** Although it is not possible for us to respond to all applications, we at PE Global will do our upmost to give you feedback on your application. You have sent your Cv into us as a company and even though you have sent your CV to a particular position, we are making the reasonable assumption that you are active on the job market and as part of our normal recruitment service we will discuss other suitable positions with you. You are free to opt out of this so please specify in your application to us if you just want to be contacted in relation to a specific vacancy. Your Cv is sent to a central recruitment inbox which a number of people in the applicable PE Global division have access to and so this means that you might not be contacted by the named person in this advert. Skills: Project Management Business Improvement Industrial Engineering Process improvement Operational management Change Management Lean Six Sigma