Business Customer Experience (BCX) Solutions Delivery & Support (SDS) field operations team members are responsible for providing industry leading data, converged, integrated solutions and voice across multiple platforms in an ever-changing and evolving technology world. We continue to evolve and grow our business in advanced communications such as IP Access, Internet of Things (IoT) and many other Wave 3 products and services supported by the investment in our PureFibre access technology.
We are a team of approximately 600 members across Canada; who pride ourselves on being the face of TELUS for all of our business clients, both large and small. We are looking to grow our dynamic team and further invest in our communities across Western Canada; our team members are highly accountable and take responsibility to ensure that we are driving the ultimate client experience. BCX Solution Delivery and Support (SDS) is looking for a Business Consultant to join our newly developed Field Excellence team. The Field Excellence team will drive field efficiency and reduce technician effort to support positive customer L2R outcomes. The successful candidate will help initiate, support and drive field transformational programs and process improvements. If you consider yourself a champion of change and you constantly looking for new and innovative ideas on how teams can improve work processes and collaboration to drive field efficiencies and positive change, this role might be for you!Responsibilities:
•Accountability for the vision, design, changes and management to the target performance of field operational processes following Business Process Management principlesQualifications:Required Knowledge:
•Develop process maturity roadmap and lead multiple concurrent process improvement projects and programs to improve operational processes resulting in financial savings, increased revenue and/or customer experience improvements
•Support Wave 3 product fulfill and assure E2E process development and resource transformation
•Defining and monitoring KPIs specific to the core & sub-processes
•Analyze process metrics and calculate costs of poor quality to develop baseline metrics of success to show project benefits to BCX leadership
•Identify KPIs as part of the future state process to validate that the desired improvements have been achieved and (b) identify areas for future improvement and optimization
•Facilitate cross-functional process management and improvement workshops with functional partners and act as a subject matter expert to the functional units with executing process improvement projects
•Collaborate with other BCX Process Improvement Leaders to share best practice process and change management methodologies and transfer best practices other team members
•Leverage advanced business process management software to simulate, execute and optimize a fulfilment business process
•Proficiency in project management, business analysis, change management, and continuous improvement methodologies Required Skills & Abilities:
•Strong field operations end to end process knowledge and workflow
•Sound working knowledge of Business Process Management (BPM) principles and practices
•Strong knowledge of Telecom build operations, scheduling, design, project management and standards
•Sound working knowledge of analytical problem solving techniques
•Six Sigma statistical data analyses techniques
•Strong understanding of fulfillment and assure processes and systems
•Demonstrated ability to work effectively in an ambiguous environment Required Professional Designation/Certification:
•Ability to operate at intersections of big ideas and small details, of thinking and doing, of looking both inside-out and outside-in
•Superior ability to build strong, collaborative relationships with internal and external stakeholders at all levels of an organization
•Highly self-directed with ability to take initiative
•Excellent negotiation, and conflict resolution skills, including demonstrated ability to successfully deal with all forms of conflict (e.g. People, resourcing, priorities, circular dependencies)
•Proven ability to implement large, cross-functional programs in a complex business environment
•Experience in process development and implementation required, e.g. Seasoned professional who has lead process re-engineering or other strategic projects
•Proven track record on leading & delivering complex projects
•Demonstrate very strong knowledge of business analytics and process management and improvement methodology
•Strong facilitation skills
•Excellent communication skills (both written and verbal)
•Strong interpersonal skills with the ability to work effectively within a team environment and deals professionally with various levels of management within the organization
•University Degree or equivalent working experience Required Experience:
•In-depth understanding of the project management methodologies, principles and practices with PMP designation is preferred
•BPM Professional and Lean Six Sigma certifications desirable
•3+ years in telecom field operations Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Posted: November 19, 2017
Closes:December 18, 2017