Description
Global Senior Operational Excellence Specialist - Process Redesign3 months Freelance ZZP contract
Remote
Netherlands
The client is looking for process redesign specialists who can help us redesigning CS agent handling processes in preparation of our migration to our new 3rd party ticketing system Pega.
Must have hands on process redesign experience + project management experience + strong customer focus.
In your first few weeks in this role, you can expect to:
Responsibilities:
- Drive (cross-departmental) process improvement initiatives from beginning to end, starting from a known, prioritized problem.
- Analyze process performance and prioritize improvement areas where the biggest impact can be made. Apply Lean Six Sigma experience and tools in a pragmatic way to identify root causes and select the best solutions.
- Organize tasks and activities according to logical steps and plans that have been prepared in advance using Lean Six Sigma or other process modelling methodologies.
- Connect with relevant BU's and local offices & host process innovation workshops to adapt to required needs in scalable processes that are globally relevant.
- Initiate & drive pilot programs to test new ways of working.
- Prepare successful changes for delivery to the Implementation team for global execution.
- Document and assess implemented solutions to make sure they meet business objectives.
- Execute and/or coordinate all activities that are needed to make the initiative successful meeting critical timelines or deadlines.
- Assure and safeguard the improvement on the short-medium- long-term by installing the appropriate control measures & monitoring key metrics.
- Effectively manage a diverse range of stakeholders (deliverables, expectations etc) in- and outside of CS (eg Operations, Product, Analytics, Legal).
- Serve as liaison between various CS support functions and operational leaders, translate requirements, process recommendations and strategies.
- Document and communicate progress, insights and results from the initiative to all relevant stakeholders at all levels.
- Define methods for data driven process Optimization in order to drive efficiencies.
- Define scalable ways to drive process improvement based on operational feedback.
- Provide coaching and support to peers.
- Takes ownership of all activities within the process improvement initiative.
Requirements:
- We are looking for candidates with 3-5 years working experience
- A proven track record in Lean Six Sigma, Process Improvement, advisory work or project management, leading projects within a diverse stakeholder field.
- Ability to communicate effectively within all levels of the Company, including Senior Leadership, both written and verbal.
- Ability to multitask extensively; experience in project management.
- Lean six Sigma Greenbelt desirable, plus 3 years of relevant experience.
- Structuring: capable of identifying key deliverables milestones and planning accordingly and autonomously
- Stakeholder management: capable of constructively working with different business units to achieve the objectives
- Coaching and supporting peers
Don't hesitate to get in touch with Brookwood today to register your interest in this Senior Operational Excellence Specialist contract in Amsterdam.
Brookwood has a consultative and inclusive approach to business. We take time to understand our client's needs, structure and culture to enable a fully tailored service that delivers time and time again.