Process Analyst / Business Improvement - High Tech FTSE 100

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This is a cracking opportunity based in the heart of the City.

We are looking for an experienced Process Design and Business Improvement specialist to provide proactive support to the Global Customer Operations (GCO) team in a progressive company at the forefront of maritime, aviation, government and enterprise communications operating in over 80 countries with more than 40 offices worldwide. Thus an aptitude for working with technical people and a liking for high technology would certainly help.

The programme in question concerns the transformation of the company’s GCO, a wide reaching and influential initiative designed to improve customer service quality, agility and efficiency, which is soon to reach a critical implementation stage. At the heart of this position is a requirement to develop process and procedure re-designs based on a portfolio of high volume products and services. Not only will you be leading on the re-designs, you will also deliver an implementation phase liaising closely with systems improvement teams to drive process improvement steps and centres of excellence to ensure both a “top down” and “bottom up” approach to a customer-centric operating model.

You’ll be an enthusiastic, robust and versatile process analyst familiar with process architecture (ideally Green Belt qualified, although this is not essential). You will be adept at working in a fast-moving and sometimes ambiguous environment, whilst still delivering tangible business improvement.

Character is all. You must be someone who can build rapport naturally as you seek to engage with a multitude of stakeholders to accurately capture and organise verbal communication in detail, probing when necessary to clarify understanding.

Responsibilities

• Develop process and procedure re-designs based on high volume products and services.


• Co-ordinate and drive other parties across the business (finance, sales, product development etc) to instil the requirement for process change explaining how it will benefit all impacted parties


• Deliver the implementation of process re-designs with operational teams including procedures roll out and work instructions, liaising with the training team to ensure effective, sustainable ways of working


• Analytics to identify and quantify the prioritisation of key processes to focus re-design activity based on customer service and business benefit, to include: gathering requirements and stakeholder insights, collation of statistical data, presentation materials such as graphics and other visuals


• Work alongside the system improvement team to articulate and drive delivery of the process improvement steps which rely upon a system change or tactical automation


• Work with centre of excellence team on implementation of TO BE operating model (top down) from a customer service and service delivery perspective ensuring the operating model represents best practice reality and “bottom up” process improvement activity being driven in the operational unit

Essential

• Experienced process analyst, ideally at least Green Belt certified, able to capture high quality process outputs using a pre-defined framework in a process repository tool


• Numerate/analytical skills – in the context of process


• Able to act independently to drive cooperation and collaboration to an agreed set of actions and hold others to account in delivering those


• Able to produce a wide range of high quality project related material in multiple formats (Excel, PowerPoint, Word etc)


• Strong listening and documentation skills


• Organised, able to prioritize and cope with high demand and time pressures