Global Operations Strategy, Business Consultant - TELUS India

Position Overview :

As a Business Consultant, Global Operations Customer Experience PMO, you will be instrumental in driving escalation prevention and resolution excellence to enhance customer satisfaction and operational efficiency across TELUS Digital. You will lead comprehensive analysis of escalation patterns, root cause identification, and escalation lifecycle management, with success measured by your ability to implement systematic improvements that prevent escalations from occurring. Collaborating with cross-functional teams and global stakeholders, you will spearhead initiatives to redesign and streamline processes, optimize escalation workflows, and establish proactive intervention strategies that minimize customer friction and reduce operational costs — focusing on sustainable, scalable solutions that deliver lasting business value.

Key Responsibilities :

• Perform deep-dive analytical investigations to uncover escalation triggers and operational bottlenecks, then rapidly develop and implement strategic intervention plans that address underlying issues.
• Collaborate cross-functionally with leaders across stakeholder teams to design and implement robust process improvements and preventative solutions
• Facilitate root cause analysis sessions and problem-solving workshops leveraging methodologies such as 5 Whys, Fishbone Diagrams, and Failure Mode Effects Analysis (FMEA) to resolve complex operational challenges
• Design and lead targeted initiatives that deliver fast, visible results, reducing the volume and severity of escalations while increasing operational efficiency
• Build concise, results-driven business cases to support process changes and capital investments required to enhance escalation prevention and resolution
• Track, measure, and report on escalation performance for stakeholders; proactively escalate risks and champion corrective actions with a focus on driving improvements, not just monitoring
• Design and publish dashboards that highlight actionable escalation trends and operational priorities, enabling faster decision-making and execution
• Lead operational interlocks and communicate progress, risks, and results of improvement programs to ensure stakeholders are equipped to take action
• Promote a culture of urgency, ownership and accountability to ensure improvements are executed swiftly and effectively, with mentoring support for junior colleagues on escalation management best practices

Mandatory Requirements :

Core competencies :

Functional competencies :

Qualifications :

Skills Required

Process Mapping