Job Description

Reporting to the Business Process & Improvement Manager, the Business Process Analyst - Assistance & Support Services (BPA) is responsible for the review, analysis, mapping/modeling, improvement and documentation of the business processes used within Assistance Services. The primary responsibilities are managing process performance, maintaining agent work aids, implementing business process modeling tools, implementing business analysis disciplines and methodologies, and leading projects and changes using established Continuous Improvement & Project Management framework. These responsibilities will help establish aligned practices in Canadian Assistance Services.
The BPA operates with integrity and upholds the values of the organization in all interactions while fulfilling their mandate. The BPA will be called to promote a culture of innovation to ensure we remain highly effective in our service delivery. They will frequently collaborate with other stakeholders both within and outside of the department to help the department and the organization achieve their goals.
What does your typical day look like?

• Develop and maintain a process library using visual diagrams in the form of business process models (BPMN, EPC, Flowchart Notation)
• Design, develop and maintain work aids;
• Manage and maintain existing portals/resources used by agents in Assistance Services
• Analyze processes holistically to understand the impact of process changes on people, strategies, existing software and general business operations
• Monitor key performance indicators (KPIs) of processes to ensure consistent value delivery
• Leverage advanced data analytics skills to provide quality reporting on existing process performance
• Maintain relationships with other stakeholders in the business to understand the impacts of potential changes on Assistance Services
• Develop and maintain a communication structure that keeps operations aligned while promoting agent participation and feedback to optimize process performance;
• Escalate process issues following established communication channels to involve key stakeholders in assessing potential process gaps
• Provide feedback to management on trends and steps taken/to be taken;
• Lead key strategic projects by creating plans that include project goals, milestones and resources required for success
• Support change management plans and training plans to ensure new processes are implemented optimally
• When changes are introduced, ensure proper reporting is in place to monitor process quality;
• Participate in training facilitation of key process enhancements when applicable
• Participate in strategic projects lead by other departments as a process SME to add value and structure to all implementations affecting Assistance Services;
• Assess the feasibility of proposed solutions when participating in strategic projects and raise concerns that would hinder the department's ability to effectively integrate these solutions;
• Work with the Leadership team to understand evolving business requirements and support implementation of strategic decisions necessary to achieve results;
• Identify continuous improvement opportunities to enhance service delivery, propose solutions and help to implement them;
• Lead changes using Continuous Improvements frameworks;
• Innovate on existing solutions to provide strategic alternatives to ongoing challenges;
• Design, deliver and facilitate process workshops
• Monitor, measure and provide updates on process performance to understand the efficacy of continuous improvement initiatives
• Apply knowledge of business process modelling notations to documenting processes
• Evaluate the effectiveness of process tools, systems and software in generating value for both agents and customers.

Major Challenges

• Managing multiple projects & communicating effectively;
• Staying on path (avoid analysis paralysis);
• Effectively managing the scope of a project;
• Working with ambiguity;
• Innovating on existing solutions with established CI practices;
• Deploying effective change management and project managements skills to meet deadlines in a collaborative environment

Major Job Accountabilities

• Designing, building & maintaining employee work aids to provide accurate information and guidelines to contact center employees
• Building a framework that will assess gaps, propose solutions and measure program effectiveness
• Communication with Training & Quality team, Leadership and other key stakeholders;
• Optimize and innovate on existing solutions to enhance our service delivery;
• Analyzing relevant data to satisfy business needs and provide insight where applicable.

Success Measures
Support Operational Alignment & Improvement Initiatives:

• Build and maintain a process library (process maps & SOPs), employee work aids & portal resources using established standards;
• Manage the ticketing system to respond to process update requests within the established turnaround time;
• Monitor, measure and provide feedback on process performance;
• Lead process redesign workshops while meeting established deadlines.

Support Strategic Business Initiatives

• Raises concerns when acting as a process SME for new implementations;
• Lead strategic initiatives in Assistance Services while respecting established deadlines;
• Document, maintain and monitor processes relating to strategic initiatives;
• Deploy change management skills to support key stakeholders in the implementation of new changes.

Data Analytics and Insights

• Build high-quality reporting to provide visibility on key process performance metrics;
• Proactive identification of issues affecting process performance with actions taken;
• Use data analytic skills to innovate on existing processes & tools to continuously surpass established quality standards.

What skills and training do you need?

• University or college degree preferred;
• 3-5 years of experience in process improvements, cross-functional collaboration and Continuous Improvement Projects;
• Certification in Lean Six Sigma, Reengineering or other Continuous Improvement methodologies would be an asset;
• Advanced knowledge of O365, Lucid and ERP applications;
• Very Good verbal and written communication skills (Bilingualism English, and French an asset) English will be used in particular to implement various projects or training courses across our various offices, including those outside Quebec.
• Good understanding of Continuous Improvement concepts, principles and practices;
• Good understanding of project management methodologies;
• Excellent knowledge of process mapping & design principles and tools;
• Global Excel Assistance Services department systems, processes & workflows;
• Travel insurance underwriting / policy knowledge;
• Strong decision-making, analytical & problem-solving skills;
• Detail oriented, logical, efficient and organized;
• Excellent verbal & written communication skills;
• Ability to gather input from diverse user groups to develop current/future state process maps;
• Ability to multi-task and manage competing priorities;
• Outstanding working knowledge of Excel, Lucid, PowerPoint, Word;
• Superior data analytics skills;
• Conceptual thinking skills to make the complex simple or link together things not obviously related;
• Ability to lead change and deploy change management tools and practices.

When you apply:
If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.
We offer you

• Global Excel offers more than a position;
• We offer a competitive compensation package that includes a base salary, performance bonus and an extensive benefits package;
• A professional future with opportunities for development, growth, and advancement;
• RRSP Match program;
• Financial assistance to employees who wish to continue their education;
• Work/life balance, health and wellness initiatives including an excellent EAP program;
• Employee engagement programs that focus on fitness, food, and fun;
• Windsor, Ontario Candidates: base hourly salary scale ($35.06/hour - $46.01/hour ). Relevant candidate experience considered;
• Other locations, salary to be discussed based on geographic differential.

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Skills Required