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Senior Business Improvement Analyst

Job Seekers Ireland IT Technology

Job Summary

  • Cork
  • Permanent
  • BBBH803972
  • Apr 04, 2022
  • Competitive
Job Description

Working within the PMO function of this large Irish company, I am looking to speak with Business Analysts with strong process improvement experience. This is a fully remote permanent opportunity!

What will you do?

As a Senior Business Improvement Analyst, you will work with the client Operations teams to drive process improvements which delivery meaningful value, be that improving the customer engagement experience or overall process efficiency. So you will spend time understanding existing processes, identifying areas of opportunity, and working to drive improvements. You will work to ensure that processes are in line with client requirements and operate efficiently and effectively to deliver on SLA commitments. You will also work to design processes for new client mobilisation and transitions or indeed new opportunities with existing clients.

How you will spend you day:

While no two days are the same, here are some of the types of activities you will be working on:

  • Work closely with business process owners to value stream map "As Is" processes
  • Analyse identified processes that require improvement, root cause inefficiencies, identify improvement opportunities and quantify the potential benefit
  • Facilitate workshops to understand, quantify and document opportunities
  • Facilitate solutioning discussions to review proposed process opportunities and potential changes
  • Work with Operations leadership to agree initiatives and scope
  • Understand the resulting change impact for the business and determine implementation and change management plan
  • Work with other teams as required to successfully implement process changes (Operations Team, Training, Quality and Performance team, ICT Team, L&D Team, PMO etc)
  • Measure results of the improvement initiative
  • Leverage our analytical tools to identify improvement opportunities and track improvement initiative impacts on SLAs to meet and exceed key client metric performance
  • Anticipate issues, think proactively, and use critical thinking skills to plan and deliver on improvement initiatives
  • Understand the channel mix and how we can drive changes to impact it, driving contacts to our preferred channels for the process activity

Team Work:

  • Show a positive attitude
  • Be flexible and adapt to different situations, customers and business needs.
  • Build relationships with your peers, colleagues, manager and colleagues across the business
  • Share knowledge with the broader Business Improvement team
  • Develop and maintain positive working relationships with Clients and represent the client positively towards potential/future Clients

WHAT YOU NEED

Specifically, the Senior Business Improvement Analyst will have:

Minimum Qualifications:

  • Degree level qualification
  • Skilled in value stream mapping

Ideal Experience:

Over 10 yrs experience in process improvement related activities, ideally in a customer service environment

  • Ability to understand business and process requirements
  • Demonstrated experience of customer services
  • Experience of process analysis
  • Experience co-ordinating and implementing change in people, process or technology
  • Experience in identifying, assessing and developing improvement initiatives

Competencies Required:

  • Motivated and enthusiastic
  • Customer focused
  • Excellent written and oral communication skills
  • Ability to work on own initiative
  • Excellent attention to detail
  • Strong business acumen
  • Thrives on collaboration and team work

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

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Consultant Details

Consultant Details

Ciara Kelly
Ciara Kelly
  • Manager | IT Recruitment
  • 021 2300445
  • ckelly@morganmckinley.com