Business Process Optimization & Operations Transformation Lead

Department Overview

The Strategy & Operations Transformation Lead supports the GCS organization through leading and contributing to people, process, and transformational technology projects utilizing analytic skills, change management best practices, functional knowledge, and business acumen. This role should have a proven record of contributing to technology, process transformation, and operational initiatives. Track record of leading a small portfolio of medium to large scale organizational change, transformation, and innovation initiatives is a must.

Purpose

To be successful in this role, we are looking for someone who is:

• Comfortable with ambiguity
• Able to streamline processes and drive transformation using strong facilitation, influencing, and change adoption skills
• Has strong skills to manage executive audiences, set expectations, and influence for results
• Comfortable thinking big picture, driving transformation through ideal state exercises and creating of project roadmaps for design teams to execute upon
• Strong data analysis and storytelling capabilities, with a focus on communicating strategic opportunities and impact
• Strong abilities to create organizational change plans and business cases, and juggle multiple competing initiatives through rigorous prioritization is a must
• Able to quickly ramp up into new areas and drive ownership
• Experienced in driving short-term, quick turn time strategic portfolio initiatives with successful handoffs back to business stakeholders

Specific Duties, Activities and Responsibilities

• Change Management Strategy & Execution Support: Phone System Cloud Migration (50%)
• Data Analytics: Impact Forecasting and Operational Metric Consultation (30%)
• Strategy & Process Improvement Mapping (15%)
• Administrative/Other (5%)

Knowledge, Skills and Abilities

• Change Management Strategy & Execution Support: Phone System Cloud Migration
• Data Analytics: Impact Forecasting and Operational Metric Consultation
• Strategy & Process Improvement Mapping
• Administrative/Other

Education or Equivalent

• Bachelor’s degree required. Masters or MBA preferred

Experience or Equivalent

• 5+ years of experience in consulting or operational excellence roles
• 7+ years in business process improvement
• 3+ years expertise working with an Operations / Call Center environment
• 5+ years Organizational Change Management experience
• Experience with Genesys Cloud CX and/or Salesforce CRM implementations highly desirable
• Experience with developing and measuring robust program success criteria and business case measures
• Has successfully managed/supported multiple strategic projects cross-functionally in an iterative, fast paced environment
• Embody lean practices and can flex and quickly adapt with business strategy changes
• Strong facilitation skills and experience driving remote design / improvement sessions
• High level of expertise in change management and adoption methodologies
• Incremental, agile mindset for process improvements and driving initiatives
• High attention to detail while multi-tasking on complex deliverables and stakeholder groups
• Able to effectively individually prioritize with team and organization priorities to meet goals in the face of multiple demands
• Strong analytical, problem-solving, verbal, listening and interpersonal skills
• Strong ability to visualize data and convey ideas to multiple audiences and levels of the organization
• Strong ability to create synthesized, executive level presentations and read outs
• Excellent Verbal, Written and Communication Skills
• Skilled at establishing rapport with internal and external stakeholders conducive to long term business relationships
• Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
• Works with a minimal degree of supervision
• Strong MS office skills, particularly in advanced PowerPoint, Excel, and MS Project
• Experience with using data visualization tools such as PowerBI, Tableau, Qlikview

Certifications

• Certification in Change Management preferred
• Certification in Lean Six Sigma or PMP highly desirable