Process Design & Improvement Senior Specialist

Vodafone Telekomünikasyon A.Ş

• Deep knowledge and experience of working in telecommunication (min 3 years)
• Experience in process design & improvement
• Experience in project/programme management
• Experience in data analysis of large data
• Experience in Lean/6 sigma preferable
• Have belief in his/her own ability, decision and opinion even in challenging circumstances.
• Ability to bring customer insight and use customer perspective as an input in the projects and processes.
• To do things proactively, stepping up and taking action to improve current situations or address challenges and potential opportunities.
• Engage people on the direction and goals for  team/project and be an excellent role model
• Display sound judgement, considering the pros and cons of different options and situations to make informed and robust decisions.
• Fluent in English

İŞ TANIMI

• Track KPIs for the area of responsibility and take necessary actions to improve them.
• Initiate projects to improve all customer touching processes and operational KPIs as aresult of data and process analysis.
• Trigger, own, kick-off and manage improvement projects/studies end to end from the project kick-off to improvement actions delivery for COPs, CRM and customer experience.
• Monitor and track the impact of the actions taken.
• Design minimum cost processes considering the customer satisfaction in new projects.
• Collect reliable data, convert and deliver it to related parties as Voice of the customers
• In order to understand root causes and improve accordingly, analyze data by using Lean/6 Sigma tools and techniques as much as possible.
• Evaluation of the improvement suggestions coming from fields, coordinating required units and taking action.
• Bilaterally transfer knowledge between operations & other departments of the company.
• Build relations depending on trust with all stakeholders.
• Be the SPOC and expert for the responsibility area.
• Present COPs in the process related projects that touch customers for coordination and designing end to end processes.