ABOUT THE ROLE

Based at any of our head office locations, this 12 month fixed term , full time Process Improvement Specialist Role forms part of a function that reports to the Chief Operating Officer and will form a key influence in the Operational Excellence Function that focuses on supporting process efficiency and compliance, customer experience enhancements, financial returns for the enterprise and improving the employee experience.
The Operational Excellence team also provides insights to enable leaders to manage their capacity in line with workload requirements, review standard work-practices and take a future view on the management of the workforce.

YOUR ROLE WILL INCLUDE PRIMARY DUTIES SUCH AS:

Responsible for creating a visual representation of work processes through process maps for specific business areas
Meeting current quality standards and adhering to the Value Chain concept when process mapping
Coaching the business in understanding their roles and responsibilities in relation to Process Management.
Providing advice/education at individual level or business unit level regarding process mapping methodologies and techniques, maintenance requirements of process maps
Provide support to broader Process Excellence team around Process Architecture, areas for improvement, assisting Process Excellence maturity in the business.
Quality assurance of process maps where required
The role requires a strong understanding of the business or Customer Contact operations, excellent analytical skills and the ability to communicate complex processes in a simple and understandable way.

As our next Process Improvement Specialist you will bring:

• Experience in delivering process improvements in a customer contact centre.
• Experience in stakeholder management.
• Proficient in Process Mapping methodologies & techniques
• Solid understanding of BPMN Standards
• Analytical and problem-solving skills.
• Good interpersonal, presentation and interviewing skills
• Excellent written, verbal communication and collaboration skills
• Strong attention to detail and accuracy
• Strong understanding of workflow systems