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ROLE: Business Process Improvement Lead
LOCATION: Hanover Quay, Dublin
Barden are delighted to partner with a leading global online marketplace and hospitality service to support them with the appointment of a ‘Business Process Improvement Lead’ within their ‘Community Support’ team. Critical for this role is experience with:
- Delivering Continuous improvement (CI) iniatives in a hands on capacity with solid examples of recent CI delivery
- Circa 5 to 7 years experience in “hands on” role of similar nature
- Lean Six Sigma qualified – ideally Black Belt or minimum green belt
- Cross functional expertise across areas such as finance, policy dept, delivery partners.
- Leading teams and managing stakeholders
The role will form an integral part of the project working group and take on responsibilities for process analysis and design, pilot design and execution and control plan development. This is an 11-month maternity leave cover contract role, offering an excellent opportunity to accumulate valuable experience in a highly positive work environment. It will operate on a hybrid basis, the team comes into the Dublin City Centre office 1-2 days per week.
ABOUT THE ROLE:
- As a Business Process Improvement (BPI) Lead you will be the BPI consultant or BPI lead for priority CS Roadmap programs, where you will be part of the project working group and take on responsibilities for process analysis and design, pilot design and execution and control plan development.
- You will work cross-functionally with Experience Architects, Segment Managers, Service Improvement Managers and Regional Operations Managers, leading Continuous Improvement pilots and projects that will focus on the analysis and improvement of Service for specific CS business processes, in order to increase operational efficiency, process quality, and result in outstanding customer experience.
- You will work cross-functionally with other Shared Services functions, Policy, and Support Product to lead the process impact assessment and subsequent process design for high priority changes as part of the Change Management process.
- You will partner with CS Analytics to design and implement process measurement systems, analyse process data and utilize this information to drive decision making, successful improvement projects to completion, and propose Continuous Improvement projects. You will create queries and utilize data analytics tools to support process improvement efforts.
- You will be responsible for the delivery of successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results including feature launches throughout the year.
- Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures.
Skills:
- Leads and supports cross-functional project teams to implement operational changes.
- Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally.
- Builds relationships with cross-functional CS and broader business stakeholders Supports the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
- Collects data and insights from operations to identify the root cause of problems.
- Technical writing knowledge and experience.
- Measures performance against process requirements.
- Surveys, identifies and analyses best practices for techniques and processes.
- Leads initiatives to implement best practices in operations.
- Performs cost and benefit analyses and constructs business cases for process improvement opportunities.
- Presents opportunities for approval to senior leadership.
- Communicates progress to stakeholders.
- Diagrams and evaluates existing processes.
- Builds and updates Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc.
- Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures.
Additional skills:
- Industrial Engineering or similar preferred
- Green Belt Certified minimum, ideally Black belt
- Ideally will suit someone who has worked in the “Customer Support” or “Hospitality” industry in a similar Continuous Improvement role
