Process Improvement Specialist

3 weeks ago

Dublin, Dublin City, Ireland Teleperformance Full time
Overview

Job Description – Process Improvement Specialist

Short Overview of Job Responsibilities

This role is a key position within a newly created team responsible for delivering process innovation and continuous improvement initiatives across multiple jurisdictions. It plays an important role in fostering a culture of sustainable change through the creation and embedding of Teleperformance methodology and supporting frameworks to deliver business transformation.

Responsibilities:

  • Identify and deliver service improvement activities across the business using process improvement methodologies and innovative thinking.
  • Collaborate with key stakeholders to build a continuous improvement environment supporting ongoing change programs.
  • Support better value and efficiency by eliminating unnecessary complexity and identifying better ways of working.
  • Establish a continuous improvement monitoring system by identifying trends and process variations.
  • Develop and implement a 'best-in-class' continuous improvement strategy.
  • Manage change initiatives from identification through to project delivery via internal governance and controls.
  • Elicit requirements and drive process changes through staff interviews, document analysis, workshops, surveys, site visits, and workflow analysis.
  • Work with team members and departments to develop support materials, including training, reporting, and system enhancements.
  • Monitor project risks proactively and identify solutions early.
  • Ensure project objectives, dependencies, and business impacts are identified, reported, and managed.
  • Set up programs, deliver coaching, and run projects effectively.
  • Complete post-implementation reviews to ensure successful delivery and identify improvements for future projects.

Requirements:

  • Minimum of 3 years of experience in process improvement or related field.
  • Experience in client-focused solutions, project management, and effective communication with staff.
  • Strong understanding of continuous improvement concepts including Six Sigma and Lean.

Ideal Skills:

  • Process excellence, collaboration, communication, emotional intelligence, open-mindedness, critical thinking, solution orientation, entrepreneurship, AI proficiency, data literacy.
  • Experience with value stream mapping.
  • Ability to influence management and manage multiple projects.
  • Excellent written and oral communication skills.
  • Certifications such as COPC, PMP, or Lean Six Sigma are preferred.
  • Proficiency in Microsoft Office Suite, including Project, Visio, Word, Excel, Outlook, and PowerPoint.
  • Experience across the entire project lifecycle, from conceptual design to system testing.
  • Strong stakeholder management skills.
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