Sign in

Process Implementation Analyst

Transcom Worldwide Philippines Inc.
Pasig, National Capital Region, Philippines
June 20, 2017

You will be responsible for the process management and refinement of end-to-end processes across the UK Telco Consumer

Essential Duties & Responsibilities:

*Responsible for effecting change with suppliers/carriers, customers and internal departments where needed to implement improvements.

*Manage, update and improve existing processes by reflecting changes in business practices or requirements.

*Identify and initiate process improvement opportunities across the consumer technical support.

*Define, develop and deliver improvement opportunities independently

*Prepare and deliver presentations, workshops & road shows to obtain successful buy-in from relevant stakeholders and departments.

*POC for the business for technical queries, relating to Technical Support Process.

Additional Specific Duties & Responsibilities:

*Delivering process implementation including automation within Solvatio the design studio for a BPMN system called Pathfinder. Ensuring we deliver a better agent and customer experience, resulting in sign off and deployment. *Delivering measurable operational and financial benefits to the business.

Job Specifications (Qualifications, Skills and Experience)

Educational Background:

*University degree or equivalent higher qualification

Skills Requirements:

Must Have:

*Experience of Process & Continuous Improvement.

*Java experience of one year and above.

*A good working knowledge of Technical Support within the Telecoms sector, support Voice, Broadband and TV Services.

*Good communication skills written and oral to provide accurate analysis and conclusions on complex issues.

Great to Have:

*BPMN 2.0 notation (nice to have)

*Six Sigma Qualified

*Able to comfortable present in front of an audience.

*Ability to effectively liaise with internal team members

*ARIS / Enterprise Architect BPM experience

Organizational Structure:

*Process Implementation Analyst reports to Process Lead

*Process Lead reports to Process Improvement Manager

*Process Improvement Manager reports to Head of Repair