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Director - Quality & Process Improvement Full-time Job

3 months ago QA Quality Control Vancouver   135 views
Job Details

Description

 You're part of a future friendly national team, one that embraces change and initiates opportunity, has a passion for growth, believes in spirited teamwork and has the courage to innovate. Our success is based as much on your dedication and hard work as it is on the innovative use of project management tools and business problem solutions we offer.

Thinking of taking your career at TELUS in a different direction? Then apply online today. This just might be the right move for you.

Position Overview:

The Business Process Improvement team supports our TELUS Business Solutions team and our Enterprise, Business Solutions and Small Business customers. The team supports over $4B of customer revenue and is tasked with optimizing the cost structure and increasing business revenues while transforming organization into a more effective and efficient solutions delivery and support team.

The Process Improvement team focuses on driving improved business outcomes by using business analytic tools to collaboratively lead specific process improvement initiatives. The team provides process improvement expertise by leveraging Robotic Process Automation, Lean Six Sigma, Kaizen and Creative Problem Solving to drive continuous improvement opportunities. This ongoing and committed focus on process improvement drives greater team engagement and service excellence by removing non-value add work to enhance operations efficiency while generating revenue opportunities.

The ideal candidate is passionate about leading a team of change agents who drive results through process improvement, robotic process automation and grassroots innovation. Actively creating a highly engaged team, the candidate will identify, quantify and inspire team members to improve operational processes that sustain benefits. This position requires a self-starter with an engaging leadership style, solid influencing and facilitation skills who will quickly develop relationships across the organization while contributing to a fun and collaborative work environment.

Responsibilities:

  • Develop, prioritize, and execute on funnel of business improvement initiatives that deliver financial, client experience, and team member engagement benefits for stakeholder teams
  • Lead delivery of large transformational change initiatives and accountable for achieving ROI and business performance improvement targets
  • Directs and provides guidance and ongoing support to team members throughout all critical project phases, including providing regular feedback and coaching on process improvement methodologies and best practices
  • Build, support, and develop a high performing team
  • Responsible for realizing a highly engaged workforce through effective and measurable leadership activities including engagement and recognition, completion of quality performance process, knowledge transfer, best practice sharing, etc
  • Develop program plans in conjunction with stakeholders and/or customers
  • Maintain key relationships through regular communications with partners to influence project priority, strategy, and delivery
  • Align staffing to strategic and business area priorities, ensuring interlock with other projects/programs
  • Control all program activities for scheduling, estimating, forecasting, budgeting, monitoring, analyzing, and reporting
  • Facilitate and coordinate discussions between required parties; acts as a first level of escalation to resolve project issues
  • Establishes support for project at VP/Director level, escalating major issues or program changes when necessary

Qualifications

 Required Knowledge:

  • Strong analytical and problem solving capabilities
  • Excellent process, design, project/program management, and change management skills
  • Knowledge of assurance and fulfillment products, services and processes
  • Strong team leadership experience

Required Skills & Abilities:

  • Strategic and creative thinker who is exceptionally adept with operational and financial analysis
  • Proven leadership, influencing and facilitation skills and business acumen
  • Strong communication and presentation skills
  • Results-driven achiever who is able to grasp and communicate complex ideas clearly
  • Energetic self-starter who thrives in a fast-paced environment
  • Solid oral and written communication and presentation skills
  • Proven ability to coach and guide team members
  • Comfortable working with all levels of management across the organization
  • Experience working within and leading cross-functional teams
  • Broad strategic thinker, with clear vision and direction of change management
  • Proficiency in process mapping techniques and tools
  • Strong customer focus and commitment to service excellence
  • Exude a winning attitude, commitment to team goals and to winning through collaboration
  • Ability to live the core TELUS Values

Required Professional Designation/Certification:

  • Undergraduate degree or similar post-secondary degree
  • PMP, Own.it, Lean Six Sigma Green Belt and/or Black Belt certification (or equivalents) desirable
  • Master’s Degree an asset

Required Experience:

  • 6+ years in a project management, process improvement, and change leadership roles
  • 5+ years team leadership experience
  • Demonstrated experience successfully leading a transformational activity within a Service Operations environment

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviours that are reflective of our values:

  • We embrace change and initiate opportunity
  • We have a passion for growth
  • We believe in spirited teamwork
  • We have the courage to innovate

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?

Company Description
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.