DKI Canada Ltd. Looking for Senior Process Specialist at Remote Full Time

The Senior Process Specialist provides expertise through excellence in project management, process analysis and change management to facilitate operational excellence and system process improvement. The Senior Process Specialist is an integral member of the operations team focusing on Business Improvement and Member service. This role works closely with the software development team and the Franchise Member locations.

The Senior Process Specialist is an expert in continuous improvement and a champion of innovation, efficiency, customer-centered solutions, and data-driven decisions. The Senior Process Specialist leads the development and growth of the continuous improvement program.

This role is responsible for executing strategic and transformational projects aimed at achieving the goals and objectives of DKI Canada.

This role requires clear and timely communication with respective project stakeholders to assure that everyone involved receives timely and comprehensive status updates.

Responsibilities:

• Document, research and makes recommendations on business processes and workflows.
• Stay abreast of changes and enhancements to Complete DRS.
• Coordinate with software development team and act as advisor on process/workflow and quality assurance.

· Liaise with internal teams (e.g. developers and product managers) to identify issues/bugs and resolve them.

· Monitor and resolve Service Desk tickets where/when applicable

· Manage response times and quality of responses to support tickets submitted by userbase

· Manage and assist in organization and planning of feature request development (including facilitating Member committee calls, documenting takeaways and developing scoping documentation for development)

• Assist with coordinating the implementation of projects and new business activities.
• Create and maintain resource information for use by Members and staff, and act as a resource regarding strategic and quality initiatives.
• Researches, develops, recommends, and promote systems to enhance quality.
• Execute the Customer Service Strategy and Quality Management Program that outlines key initiatives to enhance the overall level of Member satisfaction and organizational effectiveness.
• Serve as a subject matter expert to provide advice and assistance in support of continuous improvement and quality management.
• Promote opportunities presented by emerging business models, technologies, service approaches to facilitate transformation of business models and improve customer interaction.
• Generates performance and status reports or internal stakeholders
• Facilitates training as required

Education, Knowledge and Experience required:

• Minimum of five (5) years direct related work experience in leading and facilitating process improvements with demonstrated measurable results
• Change Management Practitioner/Professional and/or Lean Black Belt Lean/Six Sigma certification(s) or equivalent preferred.
• PMP certification or formal Project Management training is considered an asset.
• Excellent interpersonal and relationship-building skills.
• Strong verbal, written, and interpersonal communication skills with an ability to present and discuss technical information in a way that establishes rapport, persuades others and gains understanding.
• Superior organizational skills with ability to manage time effectively and efficiently and manage conflicting priorities and deadlines.
• Strong analytical, reasoning and problem-solving skills, and ability to take functional requirements and translate them into models and concepts.
• Strong research skills and the ability to gather and analyze system solutions and make recommendations.
• Excellent PC skills

Competencies required to succeed:

• Ability to build productive relationships both internally and externally
• Excellent communication, presentation, and facilitation skills
• Focus on improving the customer experience and ensuring technology continues to be a differentiator for the DKI brand.
• Flexibility and availability with schedule (dealing with members coast to coast)
• Demonstrated ability to be proactive in identifying and implementing solutions
• Proven ability to multi-task in a fast paced and demanding environment
• Problem Solving – the ability to look at situations and barriers to creatively provide solutions that meet the needs of all parties in the best collective manner possible
• Teamwork – must genuinely intend to work cooperatively with others
• Ability to take simultaneous direction from multiple sources and manage conflicting priorities in an effective manner
• Ability to work with franchisees in a manner that facilitates cooperation and consensus building.
• Ability to exercise sound judgment and solve problems based on consideration of all critical factors, including long and short-term impacts and stakeholder interests.
• Facilitation and influencing skills and the ability to create commitment to ongoing transformation in the workplace.

Job Type: Full-time

Salary: $55,000.00-$65,000.00 per year

Schedule:

• Day shift
• Monday to Friday

Work Location: Remote