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



Maps out process flows, and documents work instructions related to the Transformation Program

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

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

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

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

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

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