Senior Manager Business Excellence

The role of Business Excellence, Senior Manager within Operations department entails providing comprehensive support for Business Excellence in Client Service Delivery during US Shift timings (Night Shifts) - WFO all 5 days. The primary responsibility involves spearheading continuous improvement and LEAN deployment initiatives across Operations, Quality, and Training, while also delivering Business Excellence support for global initiatives. This position requires analyzing current practices, identifying areas for enhancement, and implementing strategies to drive productivity, elevate quality, and enhance customer satisfaction. Additionally, it involves integrating change management processes into business practices to facilitate cultural change and facilitating the development and implementation of process group strategies aligned with the TELUS Digital Strategy. The ideal candidate for this role must possess the following technical qualifications: Six Sigma Master Black belt, Lean Six Sigma techniques & statistical tools, knowledge of Quality Principles and Techniques, proficiency in MS Office and G Suite, and an understanding of cross-functional synergies. A formal Bachelors or Masters Degree is mandatory for this position. In addition to technical qualifications, the candidate should also have relevant experience in Contact center Outsourcing across Voice, Non-Voice, and Back office queues. They must demonstrate previous Master Black Belt / Black Belt projects with tangible outcomes. A minimum of 10 years of work experience is required, with at least 6 years managing Six Sigma projects. Understanding call center technology and knowledge of current and emerging technologies are also essential non-technical qualifications. As part of TELUS Values, the successful candidate must embody the following behaviors: passionately putting customers and communities first, embracing change and innovating courageously, and fostering growth through spirited teamwork. TELUS is dedicated to promoting diversity and providing equitable access to employment opportunities based on ability.,