Senior Business Analyst (Business Customer Service & Support)

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    19 hours ago
  • Category:
    Business / Mgmt

Interested in transforming our business customer’s experience and managing operational projects that help improve efficiencies and drive profitable growth? Join our team The BCSS Strategy and Enablement team leverages best practices, collaboration, and thought leadership to drive strategic planning, program management and operational excellence. We are seeking an extraordinary Senior Business Analyst who is agile, analytical, dynamic and a self-driven leader to be a part of our team. Within our Strategy and Enablement team, you will have the opportunity to lead the charge in delivering strategic and transformational projects across our Business Customer Service & Support teams. This is a unique opportunity offering diverse exposure and experience across the Wireless & Wireline customer value chain including Business Care & Assurance, Loyalty, SBS and TBS sales, Customer Marketing, Product Marketing and Technology teams from the smallest business to our largest enterprise customers. Here’s the impact you’ll make and what we’ll accomplish together As a Senior Business Analyst on the Operational Readiness & PMO team, you will play a key role in the planning, execution and end to end delivery of key strategic and transformational programs across our TBS Business Customer Service & Support teams. Areas of responsibility will be managing the end to end project lifecycle, performing business impact analysis, documenting business requirements, improving processes and system changes, creating business case assessments, leading project delivery and ensuring appropriate readiness for our frontline team members. Our team include people like you; enthusiastic, innovative, passionate and energetic. We believe that you will find our high-performance culture personally fulfilling and professionally challenging. This mission is highly consistent with TELUS’ promise to put customers first, and drive the evolution toward our next level customer experience. Here’s how Serve as key point of contact with business users for gathering requirements and analysis, maintain a strong understanding of Business Care and Assurance applications, products and services, organizational delivery capabilities, and TELUS end-to-end processes Lead and facilitate meetings and working sessions with cross-functional stakeholders in order to achieve desired outcomes; interface with project stakeholders and executive sponsors, applying exceptional leadership skills to remove obstacles and resolve conflicts Facilitate/liaise at all levels within our business as well as associated stakeholders to gather, validate and assess business requirements for projects to achieve a successful, collaborative solution and/or plan of implementation Responsible for process and system changes for corporate and/or business unit initiatives including: requirements definition, business case development, risk assessment/resolution, stakeholder update presentations, user interfaces/processes and documentation, UAT testing, and GTM activities Continuously review process activities and identify anomalies or opportunities to gain efficiencies or enhance risk mitigation Implement and execute key business opportunities to drive efficiencies, improve processes, reduce unnecessary customer contacts, and enable agents to increase productivity and quality of customer interactions Report on post launch metrics including impact assessment accuracies and providing guidance and support to the project execution resources to drive improvement Lead programs with a strong focus on effective organizational change management practices to successfully implement and sustain change You’re the missing piece of the puzzle Energetic self-starter who thrives in a fast paced, and sometimes ambiguous environment and are driven by wanting to create an exceptional customer and team experience Strong analytical and problem solving skills and are able to generate multiple solutions to any problem Delivery; ability to successfully deliver end-to-end people, technology & operation projects, clearing impediments along the way Strong business analysis skills including quantitative and qualitative analysis Exceptional interpersonal skills and a flexible style to lead, motivate and influence with the ability to foster good working relationships at multiple organizational levels Excellent verbal and written communication skills; strong delivery and creation of presentations to leaders at all levels within the organization Highly developed personal planning and organizational skills; ability to effectively set priorities; negotiating, initiating, planning and organizing activities; ability to meet deliverables and work with minimal guidance Ability to react quickly and take advantage of changing business conditions Experience developing technical design specifications and use cases Poised to support transformational initiatives to reduce operational complexity You also bring: 3-5 years of project management/business analysis knowledge & experience University degree and/or equivalent combination of experience and education Experience dealing/communicating effectively across different areas of the organization Knowledge in Six Sigma or Agile methodology experience will be considered an asset Expertise in Microsoft Office applications (MS Excel, MS Word, Visio, MS PowerPoint) Experience developing and implementing business improvement solutions Experience in a Call Centre environment, UAT testing and readiness knowledge will be considered an asset Creative/innovative thinking What YOU Get: Access to strategic business initiatives and senior leaders to expand your network and brand Ability to showcase your talent by executing on wide variety of exciting projects As a geographically diverse team, we offer flexible work styles and leverage collaboration technology to stay connected as a team The usual TELUS stuff: great pay, profit sharing bonus, stock purchase plan, dedication to team engagement; career development and after-hour educational assistance, flexible benefit plan with many innovative options and programs, DC Pension, and more A bit about us Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability — your unique contributions and talents will be valued and respected here.