Senior Manager, TAP
Company: Teleperformance USA
Location: Albany
Posted on: August 7, 2022
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Job Description:
Overview:In this role you will lead and support the execution of
key business strategies by employing the Technology, Analytics and
Process Excellence (TAP) process within client accounts as well as
within internal account infrastructure. The assessments include
hands on evaluations and data analysis, comprehensive read outs and
solution-based conversations and recommendations as preparation for
execution. Collaborate across accounts and verticals to resolve key
business issues in areas such as performance measures, client
profitability, technology solutions, process improvements and
change/culture management. This position requires excellent skills
and discipline in process mapping, process excellence and data
driven analysis.Responsibilities:- Partner with Business Readiness
and Transformation peers to execute on strategy to move both
internal and external clients forward- Determine, lead and own
projects by identifying and analysing preliminary business needs at
the account level. Conduct Cost Benefit Analysis, identify causal
factors and potential solutions, oversee implementation of
solutions and reporting progress, and documenting end to end
project details including ROI identification.- Conduct TAP
Assessments by being the point of contact and subject matter expert
for the Process Excellence piece by running statistical tests
identifying trends, process capability, variance, relationships and
target setting using the COPC LSS approach and by mapping,
analysing, and providing recommendations for process improvement -
Serve as LSS mentor for YB/GB and BPMS projects ensuring tools are
leveraged correctly, process is followed and benefits are being
calculated and booked accordingly.- Support AIM deployment by
onboarding new moderators, ensuring calibration of said moderators,
running refreshers whenever required, providing guidance on how to
move ideas from one process step to another. Partnering with
Ops/Biz Readiness to identify viable projects and mentor AIM based
projects.- Other duties as needed for revenue growth, decreased
cost of delivery, LSS training advancement, TAP assessments and
additional strategy items as defined by TPQualifications:- 8+ years
of relevant experience- Possess strong analytic and problem-solving
skills as well as the ability to interface with Operations and
craft requirements that drive solution execution- Excellent
communication skills and exposure to client engagement with the
ability to communicate at all levels.- Excellent writing and
reporting skills in order to transform the conversations and the
current working procedures into a documented business process.
Additional Preferred Qualifications:- Certified Six Sigma Black
Belt- Strong exposure to digital transformation including
automation and analytics- Preferred - PM Trained - Agile or PMI
(certification preferred)
Keywords: Teleperformance USA, Albany , Senior Manager, TAP, Executive , Albany, New York
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