• Senior Process Analyst Jobs in Australia - 25364358

  • FIRST INDIAN CORPORATION
  • Australia
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  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

Senior Process Analyst - ( 19000098 )

Description

Position Summary

The Senior Process Analyst is responsible for gathering business requirements to support and improve existing systems and operating processes for the Service Delivery team This person is also responsible for coordinating tasks associated to implementing projects and process improvement initiatives within the group

The aim of the role is to drive improvements to the customer experience and to pursue operational excellence through continuous improvement initiatives

Responsibilities

Design, drive and deliver operational excellence through a continuous improvement agenda based on industry recognized process management methodologies

Coordinate project activities, including research, analysis, documentation, design/develop testing, problem resolution, training, status reporting, implementation, and post-rollout review/audit

Ensure process improvement methodologies, data analysis techniques, project management and implementation processes are followed

Responsible for clear communication structure across stakeholder group including external service providers

Provide research and recommendations regarding process and system improvement opportunities

Represents Service Delivery in meetings conducted by other work groups or departments and special projects

Develop and document processes and procedures for the Service Delivery team

Support the creation of brand compliant user guides for internal and external users

Ensure that all manuals and procedures are easily referenced and accessible

Assist the Learning and Development team in adapting documentation for training purposes

Ensure version control is applied to all manuals and procedures

Ensure adherence to First Data policies and procedures

Maintain content within knowledge repository for Service Delivery

Implement and manage an audit lifecycle for management of procedures and user guides

Design internal call flows and coordinate tasks required to implement changes to the PABX and IVR

Adopts Lean Six Sigma or similar methodologies to ensure techniques for reducing the time needed to provide products or services, and techniques for improving the quality of products and services, substantially contributing to increased customer satisfaction and cost reduction

Own and maintain BCP documentation for Service Delivery group

Provide education and training as required

Activities to ensure achievement or individual and business KPIs

Adherence to First Data policies and procedures

Raise inconsistencies and problems with business processes and lead/participate in the problem resolution

Assist in developing policies and procedures, as required

Acts as a point of escalation of issues and problems that impact successful client implementations

Experience or education in business analysis, process development and telecommunication systems

A good working knowledge and/or qualifications and/or accreditation in Six Sigma and lean process management techniques is required

Knowledge of project management techniques

Experience in supporting a complex multifaceted environment

Can negotiate compromise and make decisions within the scope of Implementations

Uses high degree of initiative and independent judgment

Relationship building and stakeholder engagement

Strong written and verbal communication skills

Time management skills to meet critical deadlines

Analytical and problem solving skills

Advanced Excel skills

Project Management skills

Strong technical comprehension skills and expertise

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : CRM/CallCentres/BPO/ITES/Med.Trans
Functional Area : Production/Manufacturing/Maintenance/Packaging
Role : Production/Manufacturi ng/Maintenance
Salary : As per Industry Standards
Deadline : 09th Jun 2020

Key Skills:

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