GENERAL PURPOSE:
This position is responsible for documenting and evaluating business processes, identifying needs, and developing strategies to maximize opportunities for efficiencies and improvements.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Strong attention to details, organization and multitasking skills with a high level of professionalism and discretion in handling confidential information.
Exceptional abilities to model process current states and provide qualitative and quantitative process design change analysis and recommendations.
Familiarity with process mapping software and use such as MS Visio.
Strong qualitative and quantitative analytical skills
Experienced in manipulating large amounts of data for analytical purposes through spreadsheets or databases.
Experienced in using Microsoft Office (including MS Excel and MS PowerPoint).
Strong verbal and written communication skills
Strong work ethic and customer service focus; adaptability to different work styles and personalities in a dynamic and fast-paced environment.
Preferred education or experience in any of the following: Six Sigma, Scrum Kaizen, Robotic Process Automation, business intelligence tools (Tableau, Qlik, Power BI, etc...).
This job description describes the general nature and level of work performed and is not an exhaustive list of all responsibilities, duties or requirements.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adheres to SYKES policies on ethics and integrity.
Works with subject matter experts and/or process owners to map current state processes and supporting documentation needed for analysis and recommendations.
Works closely with business owners and stakeholders to identify and analyze key business process trends, identify gaps, define future requirements, develop business cases and make recommendations.
Collects and analyzes data and process details to recommend actions for transition, expansion, improvement.
Initiates processes to aid in the identification of process improvement opportunities. Manages opportunity intake and analysis in order to prioritize and evaluate resources and level of effort needed.
Thinks critically and contributes reporting and analytics to positively impact the organization.
Demonstrates broad working knowledge of the department’s functional responsibilities and interdependencies with various business partners, and an in-depth knowledge of functional team responsibilities, procedures, risks and controls.
Demonstrate the ability to document end-to-end cross functional process maps, perform analysis, prepare simplification and rationalization recommendations, and translate new processes into Standard Operating Procedures.
Will participate in various project activities and may be engaged to lead a process improvement workstream.
May perform other additional duties and responsibilities as assigned.