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Senior Process Improvement Consultant (Operational Efficiency)

Toronto, Ontario
Early Career


Business Unit Spotlight:

We are looking for a motivated and passionate individual to join our Business Customer Experience (BCX) - Process Excellence team that will help us transform the cost baseline for our BCX teams. As a national team of change agents who believe that anything is possible, we employ and evolve process improvement methodologies of Kaizen & Lean Six Sigma (LSS) to help team members remove non value-add work to lean our BCX operations. You will be a champion for continuous improvement in all aspects of operations, never shying away from challenging our team members to employ best practices in a lean environment.

We support the BCX team who manage customer care, implementation, service assurance and service delivery for our business customers. This team supports over $4B of customer revenue and is tasked with extending our industry leading customer experience while transforming the organization into a more effective and efficient Solutions Delivery & Support team.

What YOU Can Expect from US:
  • We come to work excited to share ideas and learn from others
  • We are a fast paced agile team that is quick to help and adapt to changing environments
  • We encourage you to be yourself; we want you to help shape our culture by contributing actively to our processes and practice
  • We play as a team and support new ideas in a creative and free flowing space
What YOU Will Do:
  • Analyze and deconstruct complex business problems into manageable process improvement projects or programs
  • Lead those 3 or 4 concurrent projects to improve operational processes resulting in financial savings, increased revenue and/or customer experience improvements
  • Govern complex programs that include executive level governance, project streams coordination, business resource allocation and project management leadership
  • Facilitate large cross-functional process improvement workshops
  • Partner and act as a resource to business units in executing process improvement projects
  • Analyze process metrics and calculate costs of poor quality to develop baseline metrics of success to show project benefits to BCX leadership


What YOU Need to be successful:
  • Experience with Kaizen, LSS methodologies including Kotter's 8 Steps, and Awareness, Desire, Knowledge, Ability, & Reinforcement (ADKAR) Model for Change
  • Passion for change are excited about sharing it, accept ambiguity and learning new things
  • Energetic self-starter in a fast-paced environment constantly evolving
  • Results-driven achiever who is able to inspire team members to continuously improve
  • Proven project leadership with the ability to influence, facilitate and quantify business results at any level
Professional Certification & Experience:
  • 5+ years of hands-on experience in a leadership, project management or business analysis role
  • Experience in operational/team leadership, process improvement and change leadership
  • Demonstrated experience leading transformational activities within a service operations environment
  • Undergraduate or similar post-secondary degree, Master's degree is considered an asset
  • Kaizen, LSS - Green Belt and/or Black Belt certification
  • Project Management Professional (PMP) designation, or equivalent is desirable
Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you create future friendly ® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.