The primary responsibility of the Project and Process Analyst is to identify and manage projects & processes that will increase efficiencies within Client Enablement Department. The role requires a highly resourceful individual with strong project management capability, self-motivation and an understanding of how to drive results and process transformation. This position will be responsible for influencing and leading Continuous Improvement efforts by developing and deploying effective tools, methods and processes that eliminate non-value work, drive productivity and enable scale.
DUTIES & RESPONSIBILITIES: Identify opportunities for business process optimization.
Evaluate business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
Lead ongoing reviews of business processes and developing optimization strategies.
Enhance reporting capabilities
Perform requirements analysis.
Perform user acceptance testing.
Update, implement and maintain procedures
Serving as a liaison between stakeholders and users
Ensuring solutions meet business needs and requirements
Work with cross-functional teams to coordinate and streamline business processes.
Participate in review and update of business processes to meet changing business needs
Knowledge, Skills & Abilities:
PMI Certification or PMP Certification
Certification in Lean Six Sigma preferred (preferably Green Belt or higher)
Ability to partner with the IT department (as necessary) in developing technology based solutions
Solid organization skills including attention to detail and multi-tasking skills
Superb at cross-functional communication
Education & Experience:
Exceptional analytical and conceptual thinking skills
Minimum of 3 years demonstrated record of project management in call center or back office operations