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Operational Analyst I
Ref No.: 18-01028
Location: Syracuse, New York
Job Title: Operational Analyst
Duration: 6 months +
Location: Syracuse, NY

Job Purpose:
The Operational Excellence Specialist will provide analytical support and business guidance across a wide range of projects. Key tasks include:
  • Sustains the high level of customer service through analysis of current quality issues and develops appropriate improvement.
  • Where performance shortfalls exist against key process metrics, work with the relevant business functional leads to define the root cause and support those leads to implement effective corrective action plans.
  • Work with business on achieving key project deliverables
  • Help to define and manage process metrics, using a customer centric approach
  • Support the deployment of Performance Excellence in the business, building local capability and engagement

Key Accountabilities:
  • Responsible for leveraging technology to deliver reporting, data analysis, and key performance indicators that demonstrate to customers the quality of service being delivered.
  • Support the analysis of systems and processes across business functions in order to identify inefficiencies and opportunities for improving operational and customer service performance.
  • Provide data analysis to support delivering business results, improving service delivery, maintaining compliance and governmental reporting.
  • Use root cause analysis and data analytics, leveraging Six-Sigma and Lean techniques, to investigate the cause of performance issues and co-develop countermeasures and action plans with the business.
  • Assess the value, feasibility and risk of process initiatives, in order to provide a set of priorities. Record the benefits of improvement initiatives in order to share best practices and help demonstrate value.
  • Assist with the development of compelling business cases to obtain stakeholder buy-in.
  • Develop and integrate process improvement change plans, ensuring effective communications and successful engagement.
  • Acquire up-to-date information regarding industry best practices and latest technology to improve internal practices, reduce operational cost and increase operational efficiency.
  • Facilitate workshops and meetings, using cross-functional teams to undertake analysis, solve problems, drive engagement and develop solutions to process issues.

Knowledge & Experience Requirements:
  • Preferred four-year professional degree or equivalent: Human Resources experience desired.
  • Process methodology experience in Six Sigma, Lean Six Sigma or equivalent.
  • Previous working experience with Customer Service toolsets and technology (e.g. Case Management System, Knowledge Base System) desired.
  • Leadership, communication, training, workshop and meeting facilitation experience required.
  • Knowledge of relevant project management methods and experience managing project teams with cross-function projects enabling teams to operate innovatively, effectively and efficiently.
  • Ability to see multiple relationships between data to identify root causes of a problem and develop permanent solutions to systematic issues
  • Exceptional ability to partner with key stakeholders to resolve issues and implement process improvements
  • Ability to travel to other locations required (20%)
  • Tools/Technology: MS Visio and Excel (VLOOKUP and Pivot Tables) experience desired.
  • Ability to work with ambiguous project definitions, to function in unstructured work situations, and drive structure into such situations
  • Demonstrated ability to influence project stakeholders on all levels as to the business benefits of identified initiatives
  • Highly analytical and innovative