Business Process Optimization Specialist

Roles & Responsibilities

I. Department Overview

Client’s Global Customer Services (GCS) organization is transforming the customer experience on our journey to advance the world of health.

The mission of the Business Process Optimization & Operations team, part of the broader GCS Customer Experience & Operational Excellence organization, is to operationalize, enhance, and optimize internal and external experiences both in day-to-day interactions and longer-term strategic transformation.

II. Purpose

The Strategy & Operations Transformation Lead (Contractor - Consultant) supports the GCS organization through leading and contributing to people, process, and transformational technology projects utilizing analytic skills, change management best practices, functional knowledge, and business acumen.

This role should have a proven record of contributing to technology, process transformation, and operational initiatives.

Track record of leading a small portfolio of medium to large scale organizational change, transformation and innovation initiatives is a must.

To be successful in this role, we are looking for someone who is :

• Comfortable with ambiguity
• Able to streamline processes and drive transformation using strong facilitation, influencing, and change adoption skills
• Has strong skills to manage executive audiences, set expectations, and influence for results
• Comfortable thinking big picture, driving transformation through ideal state exercises and creating of project roadmaps for design teams to execute upon
• Strong data analysis and storytelling capabilities, with a focus on communicating strategic opportunities and impact
• Strong abilities to create organizational change plans and business cases, and juggle multiple competing initiatives through rigorous prioritization is a must
• Able to quickly ramp up into new areas and drive ownership
• Experienced in driving short-term, quick turn time strategic portfolio initiatives with successful handoffs back to business stakeholders

The Business Process Optimization & Operations team is a group of self-starting, go-getters who seek to continuously improve and learn in everything we do.

An iterative, open, and driving mind-set is a must have for being part of this successful team.

III. Specific Duties, Activities and Responsibilities

of time

a. Change Management Strategy & Execution Support 50

b. Data Analytics : Impact Forecasting and Operational Metric Consultation 30

c. Strategy & Process Improvement Mapping 15

d. Administrative / Other 5

Experience Required

Experience or Equivalent :

• 5+ years of experience in consulting or operational excellence roles
• 7+ years in business process improvement
• 3+ years expertise working with an Operations / Call Center environment
• 5+ years Organizational Change Management experience
• Experience with Genesys Cloud CX and / or Salesforce CRM implementations highly desirable
• Experienced in developing and measuring robust program success criteria and business case measures
• Has successfully managed / supported multiple strategic projects cross-functionally in an iterative, fast paced environment
• Embodies lean practices and can flex and quickly adapt with business strategy changes
• Strong facilitation skills and experience driving remote design / improvement sessions
• High level of expertise in change management and adoption methodologies
• Incremental, agile mindset for process improvements and driving initiatives
• High attention to detail while multi-tasking on complex deliverables and stakeholder groups
• Ability to effectively individually prioritize with team and organization priorities to meet goals in the face of multiple demands
• Strong analytical, problem-solving, verbal, listening and interpersonal skills
• Strong ability to visualize data and convey ideas to multiple audiences and levels of the organization
• Strong ability to create synthesized, executive level presentations and read outs
• Excellent Verbal, Written and Communication Skills.
• Skilled at establishing rapport with internal and external stakeholders conducive to long term business relationships
• Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
• Act as a key contributor in a complex environment
• Works with a minimal degree of supervision
• Strong MS office skills, particularly in advanced PowerPoint, Excel, and MS Project
• Experience with using data visualization tools such as PowerBI, Tableau, Qlikview

Certifications :

• Certification in Change Management preferred
• Certification in Lean Six Sigma or PMP highly desirable

Skills & Certifications

IV. Knowledge, Skills and Abilities

The Strategy & Operations Transformation Lead will effectively conduct the following activities as part of their role :

Change Management Strategy & Execution Support : Phone System Cloud Migration

Identify and execute on the strategic approach required for a successful new go live and change adoption of a new cloud-based telephony IVR platform within the support organization;

providing consultation and strategic recommendations on change management governance providing guidance and support to change workstream lead(s)

o Create and deliver stakeholder and executive level program updates, reviews, impact analyses and business case presentations

o Develop and lead presentations that deliver succinct / concise recommendations to the management team, providing clear rationale & justifications

o Partner with stakeholders on plan to manage the impact of a project, including training, communication, and risk management plans

o Ensure the adoption of new tools, processes, and behaviors by identifying needs and crafting audience-based plans to support user adoption

Data Analytics : Impact Forecasting and Operational Metric Consultation

Deliver a set of recommendations and provide an impact assessment with a focus on support operational metrics and forecasted analysis needs

o Analyze quantitative and qualitative data and recommend insights and solutions to leadership on strategic direction

o Translate the key takeaways into a compelling story for the executive audience

o Create and maintain audience-based metrics messaging and presentations for large portfolio initiatives (line level through Executive leadership)

o Drive meaningful business outcomes and strategic initiatives using data-based findings to continuously improve operations

o Layer in business cost impacts and implications to data findings

Strategy & Process Improvement Mapping

Lead strategic process improvement working sessions and mapping activities using lean and industry best practices, to develop and execute on the change management plan in preparation for the launch of a cloud-based telephony phone system migration technology project

o Provide Mentoring and coaching others on best practices related to facilitation of design and process improvement sessions

o Work alongside key core team members to design and execute on the change management approach

o Develops business cases, scope, and roadmap, inclusive of change management strategies, for continuous improvement projects, creates business cases for large scale initiatives

Administrative / Other

• Timely completion of internal company documentation
• Timely completion of any Company or Department required training
• Mentor others on best practices for process design, facilitation, industry trends, and change management

Eligibilities & qualifications

Education or Equivalent :

Bachelor’s degree required. Masters or MBA preferred