Job Description – Process Improvement Specialist

Short Overview of Job Responsibilities

This role is a key position within a newly created team responsible for the delivery of process

innovation and continuous improvement initiatives across multi-jurisdictions. It will play an important role in helping to foster a culture of sustainable change through the creation and embedding of

Teleperformance methodology and the supporting framework to deliver business transformation.

Responsibilities:

• To identify and deliver service improvement activity across the business through employing

process improvement methodologies and the application of innovative thinking

• To work with key business stakeholders to build a continuous improvement environment to

support an ongoing programme of change

• To support the delivery of better value and greater efficiency through the identification and

elimination of unnecessary complexity within business processes and identification of better

ways of working

• To identify trends and process variations as part of establishing a continuous improvement

monitoring system

• To assist in the development and implementation of a ‘best-in-class’ continuous improvement

strategy

• To take ownership of change initiatives from evolution/efficiency identification through to

project delivery via internal governance and controls

• To elicit requirements and drive process change using staff interviews, document analysis,

requirements workshops, surveys, site visits, business process descriptions, business analysis

and workflow analysis

• To work with other team members and business services departments to devise new support

material based on the revised processes, to include training, reporting and systems

enhancements

• To actively monitor project risks to foresee/identify potential problems and proactively

identify solutions to address in advance

• To ensure the business impact and project objectives/dependencies are identified, always

reported on and managed

• To set up a program, deliver coaching and run projects
• To complete post implementation reviews to ensure successful delivery has been achieved

and to ensure that improvements can be made for future projects

Requirements:

• Minimum of 3 years of experience in the same field or capacity
• Client-Focused Solutions Experience, Project Management Skills, Ability to Communicate

Client Needs with staff

• Excellent understanding of continuous improvement concepts including Six Sigma, Lean

Ideal Skills

• Process Excellence
• Collaboration 
• Communication 
• Emotional Intelligence 
• Open-Mindedness 
• Critical Thinking 
• Solution Orientation 
• Entrepreneurship
• AI Proficiency
• Data Literacy

value stream mapping

• Talent to influence management and ability to manage multiple projects
• excellent written and oral communication skills
• Preferably with either one of the following certifications – COPC, PMP or Lean 6Sigma
• Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, and

PowerPoint

• Experience of the whole project life cycle, able to operate in the initial conceptual design

stage, in the depths of system testing, and at each stage in between

• Stakeholder management skills