Senior Consultant

Role description
To identify investigate and resolve the underlying causes of business process failures customer complaints or operational inefficiencies The role ensures that corrective and preventive actions are implemented to improve performance reduce risk and enhance customer satisfactionKey ResponsibilitiesConduct thorough root cause investigations using structured methodologies e g 5 Whys Fishbone Ishikawa Fault Tree AnalysisCollaborate with cross functional teams to gather data validate findings and implement corrective actionsDocument findings in clear concise RCA reports with actionable recommendationsMonitor the effectiveness of implemented solutions and track recurring issuesSupport continuous improvement initiatives by identifying systemic issues and trendsPresent RCA findings to stakeholders including senior management with clarity and impactMaintain RCA logs dashboards and knowledge bases to support organizational learningSkill ProfileTechnical domain SkillsProficiency in RCA tools and techniques e g 5 Whys Pareto Analysis FMEA Fishbone diagramsStrong analytical and problem solving skillsExperience with data analysis tools Excel Power BI SQL or similarStorytelling and documentation skillsTelecom OSS BSS stack understanding BT prior experience with some product or system knowledge will be preferrableSoft SkillsCritical thinking and attention to detailStrong communication and presentation skillsAbility to influence and collaborate across departmentsStakeholder management and facilitation