Business Excellence Manager

Position: Business Excellence, Manager

Department: Operations

Work Shift: Night Shifts, All 5 Days WFO - Noida Sec - CandorTech Space

Overview: The position entails providing comprehensive support for Business Excellence in Client Service Delivery. This involves spearheading continuous improvement and LEAN deployment initiatives across Operations, Quality, and Training, while also delivering Business Excellence support for global initiatives. Furthermore, it requires the analysis of current practices, pinpointing areas for enhancement, and implementing strategies that drive productivity, elevate quality, and boost customer satisfaction. It involves integrating change management processes into business practices to facilitate cultural change, and facilitating the development and implementation of process group strategies in line with the TELUS Digital Strategy.

Utilize Six Sigma and Lean methodologies to comprehensively analyze processes and develop diagnostics to pinpoint areas for improvement

Conduct As Is Gap Analysis across Client Service Delivery - Operations, Quality and Training

Possess a thorough understanding of operational processes and customer requirements, including the Voice of the End-Customer

Leverage data analysis to quantify the impact of process pain points

Put forth innovative solutions for process enhancement at both the business and operations levels

Identify opportunities for process enhancement and spearhead projects to achieve these goals

Oversee the implementation of Six Sigma projects in various locations and mentor local Six Sigma initiatives

Facilitate process workshops with team members to capture current processes and measurement metrics

Craft and deliver compelling transformational narratives and plans to both current and potential clients

Collaborate actively with Digital Solutions and AI experts to drive operational enhancements through automation and technology

Take charge of project leadership, offer guidance to team members, and provide in-depth training in Lean and Six Sigma principles

Develop compelling case studies highlighting key achievements

Ensure seamless communication, documentation, and implementation of all process changes through established methods and channels to stakeholders

Encourage and drive the implementation of innovative solutions to address business challenges, while staying informed about industry trends and best practices

Required skills + qualifications (technical):

Six Sigma Master Black belt - Must

Lean Six Sigma techniques & statistical tools - Must

Quality Principles and Techniques, MS Office, G Suite

Understanding of cross functional synergies

Formal Bachelors or Masters Degree - Must

Required skills + qualifications (non-technical):

Relevant experience in Contact center Outsourcing across Voice, Non-Voice and Back office queues where the candidate must have demonstrable experience to showcase previous Master Black Belt / Black Belt projects with tangible outcomes.

Minimum 10 years work experience with at least 6 years managing Six Sigma projects

Understanding of call center technology and knowledge of current and emerging technologies

Demonstrated ability in people management, strategic planning, risk management, change management, project management

Excellent judgment, analytical thinking, and problem-solving skills Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders

Strong sense of personal responsibility and accountability for delivering high quality work

Support leadership in preparing & reviewing deliverables, reports & presentations to Senior Leadership

Must have a strong level of business acumen such as knowledge of P&L levers

Excellent change management skills with the ability to apply varying leadership skills and traits that create solutions and results to unexpected situations

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

We passionately put our customers and communities first

We embrace change and innovate courageously

We grow together through spirited teamwork At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.