Basic Information

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Description and Requirements

Description of role:
  • Program manager responsible for driving process improvements within multiple concurrent projects using Lean Six Sigma methodology.
  • Owner of program from dashboard governance to project management by oneself or facilitating support from other resources within the organization.
  • Responsible for training of Lean Six Sigma methodology and determining projects that need to be combined together to yield large positive result to the program.
Key Responsibilities:
  • Partner with Client, CRM and other regional and local teams to determine account strategy and fully understand VOC.
  • Establish portfolio management practices (includes multiple programs and projects) according to annual benefit targets.
  • Utilize Lean Six Sigma and Workout/Own it.
  • Facilitation tools to drive collaboration at cross-functional level and deliver strategic projects with substantial end-to-end process benefits.
  • Deliver training plan, organize training projects and cross-functional teams in accordance with account portfolio.
  • Mentor Yellow and Green Belts to success in accordance with annual targets.
Required skills + qualities (technical):
  • Lean Six Sigma Green Belt, with at least 3 GB projects completed and at least 1 year leading multiple strategic initiatives. Facilitation with methodology
  • Drive outcome based decisions based on business case analysis
  • Build and Manage Reporting Dashboard focused on key customer contact drivers & process driven by VOC
  • Advanced Understanding of Call Centre at Management (strategy, objectives, corporate decisions)
  • Advanced MS Excel, PowerPoint, Word; Proficient Minitab or other statistical software
Previous Education:
  • Bachelor’s degree, preferably in Business, Engineering, Computer Science or equivalent combination of education or experience
Value adds to the organization:
  • Business owners of deploying Lean Six Sigma methodology and process improvement capability in all cross-functional areas of account.
  • Lead critical opportunities that might be ambiguous in nature or too complex for operations to take on.
  • Develop root cause identification and execution with a problem solving framework in all TI leaders within the account.
  • Develop a plan for project execution with or without training.
  • Successfully deploy process excellence culture at all levels in the account.
  • Engage sponsors and mentors around the organization to support projects.
  • Engage frontline for feedback in improving processes and tools.
Required skills + qualities (non-technical):
  • Vast experience in stakeholder management at global account level.
  • Advanced and pro active project leadership skills to facilitate team decisions.
  • Advanced change management skills, ability to fully deploy change and lead others through change.
  • Self starter, business owner for each account

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