Job Openings
XTN-8142593 | PROCESS SPECIALIST
About the job XTN-8142593 | PROCESS SPECIALIST
Purpose
This role will be responsible for the end-to-end evaluation, design, creation and modification of internal and external processes aimed to improve overall customer satisfaction and operational efficiency.
Responsibilities
- Documents customer-impacting processes for existing services
- Prepare and amend Policies and Procedure Manuals (PPMs) or Work Instructions to document agreed policies and processes.
- Works with internal stakeholders in optimizing, modifying, and redesigning processes used to streamline workflows, speed up product delivery and improve customer experience.
- Participates in cross-functional process improvement sessions
- Monitors alignment of systems and agreed processes across all touch points.
- Receives and reviews process related requests and feedback from stakeholders and assigns them to the appropriate member
- Maintains and updates trackers and action registers used by the Process Management team
- Assists in managing the team’s Project and Process Improvement portfolio to ensure timeliness and quality of deliverables
Requirements
- Minimum 5 years working experience
- At least 1 year in a process improvement or quality management role
- Telco background or experience is preferred
- Knowledgeable in Microsoft Office Suite including Excel, Word, PowerPoint and Visio
- Detail oriented, highly organized, self-motivated, proactive, and able to plan and execute
- Passionate in customer experience