Job Description

Job Summary




This role will be responsible for the end-to-end evaluation, design, creation and delivery of internal and external processes aimed to improve overall customer satisfaction and operational efficiency.



Responsibilities



\xe2\x80\xa2 Maps out process flows, and documents work instructions related to the Transformation Program

\xe2\x80\xa2 Participates in the design sessions to ensure solution meets business requirements and raises appropriate concerns based on gaps identified

\xe2\x80\xa2 Reviews system flows based on solutions agreed upon through demos and User Acceptance Testing, reports inconsistencies, as needed.

\xe2\x80\xa2 Updates processes and work instructions post implementation or release as necessary based on system gaps, defects, and issues

\xe2\x80\xa2 Determines systems and process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvements.

\xe2\x80\xa2 Works with internal and external stakeholders in optimizing and redesigning processes used to streamline workflows, speed up product delivery and improves customer experience.

Requirements \xe2\x80\xa2 Diploma / Degree in Process Management or in any discipline. \xe2\x80\xa2 Minimum 5 years working experience with at least 2 years in a process improvement role preferably in telco industry. \xe2\x80\xa2 Experience in successful implementation of process improvement initiatives. \xe2\x80\xa2 Process Mapping experience, analytical and possess critical thinking skills. \xe2\x80\xa2 Regular user of MS Office Applications and MS Visio. \xe2\x80\xa2 Preferably Six Sigma certified and has knowledge in eTOM framework. \xe2\x80\xa2 Analytical, has critical thinking skills and detailed oriented.