Job Description :
Company Overview:
Creating value by bringing together the right people to achieve results is our motto. Our clients and employees say they choose to work with us because of how we work with them - with service that exceeds their expectations and a personal commitment to their success.
Our client, one of the largest distributors of natural gas in the northeast US, serving customers in NY, MA, and RI seeks an accomplished Operational Excellence Specialist.
* Candidate must be authorized to work in USA without requiring sponsorship *
Description:
Provide analytical support and business guidance across a wide range of projects. Sustains the high level of customer service through analysis of current quality issues and develops appropriate improvement.
Where performance shortfalls exist against key process metrics, work with the relevant business functional leads to define the root cause and support those leads to implement effective corrective action plans.
Work with business on achieving key project deliverables. Help to define and manage process metrics, using a customer centric approach. Support the deployment of Performance Excellence in the business, building local capability and engagement.
Responsible for leveraging technology to deliver reporting, data analysis, and key performance indicators that demonstrate to customers the quality of service being delivered.
Support the analysis of systems and processes across business functions in order to identify inefficiencies and opportunities for improving operational and customer service performance.
Provide data analysis to support delivering business results, improving service delivery, maintaining compliance and governmental reporting.
Use root cause analysis and data analytics, leveraging Six-Sigma and Lean techniques, to investigate the cause of performance issues and co-develop countermeasures and action plans with the business.
Assess the value, feasibility and risk of process initiatives, in order to provide a set of priorities. Record the benefits of improvement initiatives in order to share best practices and help demonstrate value.
Assist with the development of compelling business cases to obtain stakeholder buy-in. Develop and integrate process improvement change plans, ensuring effective communications and successful engagement.
Acquire up-to-date information regarding industry best practices and latest technology to improve internal practices, reduce operational cost and increase operational efficiency.
Facilitate workshops and meetings, using cross-functional teams to undertake analysis, solve problems, drive engagement and develop solutions to process issues.
Requirements:
Preferred four-year professional degree or equivalent: Human Resources experience desired.
Process methodology experience in Six Sigma, Lean Six Sigma or equivalent.
Previous working experience with Customer Service toolsets and technology (e.g. Case Management System, Knowledge Base System) desired.
Leadership, communication, training, workshop and meeting facilitation experience required.
Knowledge of relevant project management methods and experience managing project teams with cross-function projects enabling teams to operate innovatively, effectively and efficiently.
Ability to see multiple relationships between data to identify root causes of a problem and develop permanent solutions to systematic issues.
Exceptional ability to partner with key stakeholders to resolve issues and implement process improvements.
Ability to travel to other Client locations required (20%
Tools/Technology: MS Visio and Excel (VLOOKUP and Pivot Tables) experience desired.
Ability to work with ambiguous project definitions, to function in unstructured work situations, and drive structure into such situations.
Demonstrated ability to influence project stakeholders on all levels as to the business benefits of identified initiatives. Highly analytical and innovative.
I''d love to talk to you if you think this position is right up your alley.
If you''re looking for rewarding employment and a company that puts its employees first, we''d like to work with you. We''re driven, people driven.
NOTE: Candidates that are offered a position are required to pass pre-employment drug and background screening. Qualified candidates with criminal histories, are considered in a manner that is consistent with local, state and federal laws.