Senior Manager Business Excellence

Position : Business Excellence, Senior Manager

Department : Operations

Work Shift : US Shift timings (Night Shifts) - WFO all 5 days (Mandate requirement)

Overview :

The position entails providing comprehensive support for Business Excellence in Client Service Delivery. This involves spearheading continuous improvement and LEAN deployment initiatives across Operations, Quality, and Training, while also delivering Business Excellence support for global initiatives. Furthermore, it requires the analysis of current practices, pinpointing areas for enhancement, and implementing strategies that drive productivity, elevate quality, and boost customer satisfaction. It involves integrating change management processes into business practices to facilitate cultural change, and facilitating the development and implementation of process group strategies in line with the TELUS Digital Strategy.

Required skills + qualifications (technical) :

Six Sigma Master Black belt - Must

Lean Six Sigma techniques & statistical tools - Must

Quality Principles and Techniques, MS Office, G Suite

Understanding of cross functional synergies

Formal Bachelors or Masters Degree - Must

Required skills + qualifications (non-technical) :

Relevant experience in Contact center Outsourcing across Voice, Non-Voice and Back office queues where the candidate must have demonstrable experience to showcase previous Master Black Belt / Black Belt projects with tangible outcomes.

Minimum 10 years work experience with at least 6 years managing Six Sigma projects Understanding of call center technology and knowledge of current and emerging technologies

TELUS Values :

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values :

We passionately put our customers and communities first

We embrace change and innovate courageously

We grow together through spirited teamwork At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.