Job Description
CL101865-Program and Project Management Sr Analyst
Program and ProjectMgmtSr Analyst
Location: Gateway Tower 2
Shift: 10PM 7PM
Overall Purpose:
Change Management Coordinator
This person will be responsible in ensuring change request tickets are reviewed, developed and implemented on time with appropriate level of quality.He/Shewill focus on changes to business processes, systems and technology, job responsibilities and team structures.
Responsibilities:
Implement CM strategy which at a minimum includes prioritization, development, communications, training and organizational readiness assessment
Understand the significance of the changes within the functional areas to provide information and recommendations regarding expected organization impacts
Conduct ongoing reviews to facilitate alignment
Facilitate calls involving key stakeholders to discuss, review and agree on all changes that will be implemented
Responsible for fostering internal relationships within Client and client teams
Coordinate approved change requests to QA team, Documentation Coordinator, and Training team to assess impact on quality audit forms, process documents and training materials
Drive implementations of simple changes or those considered as low hanging fruit and facilitate project management when required
Manage and promote realistic expectations of the organization with regard to new systems and processes
Communicate all implemented changes on a regular and timely fashion
Use data management analytics or reporting to compile and track progress of each change request tickets
Provide ROI for implemented change requests (i.e.value creation, headcount savings, increased capacity increased working capital etc.)
Measure effectiveness of change management plans and make adjustments where necessary
Perform other related duties as assigned by GPO, GP Lead and/or Continuous Improvement Manager
Basic Qualification:
Bachelor's degree or applicable work experience
Minimum 3 years supervisory experience or Quality Assurance (nice to have) /Project Management/Process Improvement role in BPO or Shared Services or any related industry/field focusing on continuous improvement
Intermediate level MS Office skills (Excel, Word, PowerPoint and Visio)
SharePoint experience
Technical writing skills is an advantage
Professional Skill Requirements:
Excellent facilitation and verbal/written interpersonal communication skills
Strong leadership skills ability to influence others indirectly (i.e.without direct line supervision)
Highly energetic and enthusiastic in resolving process deficiencies and driving continuous improvement
Comfortable in a team environment, with strong group dynamics awareness and collaboration skills, combined with the ability and willingness to communicate with a wide variety of individuals that are geographically dispersed and has differing functional accountabilities
Well-developed self-planning and organization skills including ability to work interdependently, prioritize activities, meet commitments and drive results
Ability to make quick and smart decisions under pressure
Ability to adapt well to change and successfully set and adjust priorities as needed
Ability to multitask and successfully operate in a fast paced, team environment
Ability/desire to share best practices/key learning
Other responsibilities include coordination and collaboration with Global Process Owner/s, Technology team, Quality Assurance team, Documentation Coordinator, Training team, various teams working on Automation, and a larger Operations delivery team.