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Senior Manager, TAP

Company: Teleperformance USA
Location: Harrisburg
Posted on: September 24, 2022

Job Description:

Overview:In this role you will lead and support the execution of key business strategies by employing the Technology, Analytics and Process Excellence (TAP) process within client accounts as well as within internal account infrastructure. The assessments include hands on evaluations and data analysis, comprehensive read outs and solution-based conversations and recommendations as preparation for execution. Collaborate across accounts and verticals to resolve key business issues in areas such as performance measures, client profitability, technology solutions, process improvements and change/culture management. This position requires excellent skills and discipline in process mapping, process excellence and data driven analysis.Responsibilities:

  • Partner with Business Readiness and Transformation peers to execute on strategy to move both internal and external clients forward
  • Determine, lead and own projects by identifying and analysing preliminary business needs at the account level. Conduct Cost Benefit Analysis, identify causal factors and potential solutions, oversee implementation of solutions and reporting progress, and documenting end to end project details including ROI identification.
  • Conduct TAP Assessments by being the point of contact and subject matter expert for the Process Excellence piece by running statistical tests identifying trends, process capability, variance, relationships and target setting using the COPC LSS approach and by mapping, analysing, and providing recommendations for process improvement
  • Serve as LSS mentor for YB/GB and BPMS projects ensuring tools are leveraged correctly, process is followed and benefits are being calculated and booked accordingly.
  • Support AIM deployment by onboarding new moderators, ensuring calibration of said moderators, running refreshers whenever required, providing guidance on how to move ideas from one process step to another. Partnering with Ops/Biz Readiness to identify viable projects and mentor AIM based projects.
  • Other duties as needed for revenue growth, decreased cost of delivery, LSS training advancement, TAP assessments and additional strategy items as defined by TPQualifications:
    • 8+ years of relevant experience
    • Possess strong analytic and problem-solving skills as well as the ability to interface with Operations and craft requirements that drive solution execution
    • Excellent communication skills and exposure to client engagement with the ability to communicate at all levels.
    • Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business process. Additional Preferred Qualifications:
      • Certified Six Sigma Black Belt
      • Strong exposure to digital transformation including automation and analytics
      • Preferred - PM Trained - Agile or PMI (certification preferred)

Keywords: Teleperformance USA, Harrisburg , Senior Manager, TAP, Executive , Harrisburg, Pennsylvania

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