Business Process Excellence Project Manager (TELUS Account)

Basic Information

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Description and Requirements

Position Summary:
  • Dedicated program manager responsible for driving process improvements within multiple concurrent projects using Lean Six Sigma methodology.
  • Responsible for site and it's programs 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 programs.

Key Responsibilities:
  • Partner with Client, CRMs and Site Leadership 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/ 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:
  • Lean Six Sigma Green Belt, with at least 2 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.
  • Demonstrate advanced understanding of Call Centre Management (strategy, objectives, corporate decisions) via BPE objectives and site/account Strategy Alignment.
  • Demonstrate advanced analytics capabilities and presentation skills.
  • Proficient in utilizing Minitab, Excel Analysis, Google Data Studio or other graphical/statistical software.

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