Process Analyst

Bord Gais Energy

Dublin City Centre, Dublin

Process Analyst. Reference: R9951578. Customer Operations - Dublin Based. Permanent. Reporting to: Process Excellence Lead. Bord Gáis Energy, part of Centrica PLC, is one of Ireland's leading energy providers. We supply gas, electricity and energy services to over 650,000 homes and businesses across the country, offering excellent customer service as well as the best value possible. We are the helpful energy company. Role Responsibility. The Process Analyst role is responsible for the governance of the key processes for their respective elements of the customer journey from a process excellence perspective. They are responsible for the definition of process improvement requirements in conjunction with the relevant stakeholders and facilitating the implementation of these improvements primarily on-site in our key vendor location. The Process Analyst will possess a deep understanding of the key processes comprising the customer journey and act as a key enabler in the definition of continuous process improvements to optimise customer experience. Key Accountabilities. * Support the Business Excellence Lead in pro-actively seeking to maximise the efficacy of the processes in the relevant customer journey; * Work closely with their customer experience colleagues, Senior CSR process experts in the external vendor sites and key stakeholders across Customer Operations, Retail and DTS to identify and define process improvement opportunities; * Lead cross-functional workshops to scope and define end-to-end process improvement opportunities; * Capture and document requirements to ensure cohesive roll out of improvements; * Liaise with Software Development teams and Training and Quality internally to support the improvements definition to maximise the opportunity to enhance customer experience; * Liaise with business users at various levels of seniority and at all stages of the continuous improvement lifecycle; * Ensure support to the key stakeholders in the evidencing of benefit attributable to the improvement opportunity against the original specification; * Supporting the Training and Quality Leads and Business SME's in defining training needs arising from the requirements; * Supporting the Customer Delivery partner in meeting project deadlines and speedy resolution of issues and disputes with regard to any process improvement requirements. Knowledge, Skills and Experience. Third Level Degree. Lean Six Sigma Green Belt experience required. Proven track record in delivering business and process requirements in the delivery of change. Strong analytical skills with keen attention to detail. Proven track record in delivering business and process innovation in the delivery of change. Highly articulate with proven ability to lead / direct cross-functional workshops to drive out business change requirements and process change for larger and more complex change initiatives. 5 years Business process expertise. Our Values. care | delivery | collaboration | agility | courage. The closing date for receipt of applications for this vacancy is 18 July 2018. Canvassing will disqualify. This job originally appeared on RecruitIreland.com.

2123 days ago