Process Excellence Analyst

Company Description

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands (including our own Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel everyday for their connectivity needs.

Visit www.superloop.com to learn more. 

Job Description

Role Purpose

The Process Excellence Analyst will drive continuous improvement initiatives across various business processes within the Consumer (Home Broadband, Residential Internet) department. This role is pivotal in enhancing operational efficiency, ensuring quality, and supporting strategic business goals. The Process Excellence Analyst will work with the Head of Process Excellence in processes designs and work closely with cross-functional teams to identify process improvement opportunities, develop and implement solutions, and monitor the effectiveness of these initiatives. Reporting into the Head of Process Excellence, your pivotal role demands exceptional proficiency in continuous improvement, stakeholder engagement, fostering robust relationships at every level within Superloop and with key strategic customers.

The position necessitates an individual with remarkable customer facing skills, adept at steering through challenging scenarios with agility.

Key Responsibilities

Process Analysis and Improvement:

• Analyze current business processes to identify inefficiencies and areas for improvement.
• Utilize process mapping tools to document workflows and identify bottlenecks.
• Develop and implement process improvement strategies to enhance productivity, quality, and efficiency.

 Project Management:

• Lead and manage process improvement projects from inception to completion.
• Coordinate with stakeholders to ensure project objectives are met within the defined timeline and budget.
• Monitor project progress and report on milestones and deliverables.

 Data Analysis:

• Collect and analyze data to identify trends and root causes of process issues.
• Utilize statistical methods and data analysis tools to support decision-making and process improvements.
• Prepare detailed reports and presentations to communicate findings and recommendations to stakeholders.

 Change Management:

• Develop and implement change management plans to ensure successful adoption of process improvements.
• Provide training and support to teams impacted by process changes.
• Monitor and assess the effectiveness of implemented changes and make adjustments as needed.

 Quality Assurance:

• Establish and monitor key performance indicators (KPIs) to ensure process improvements are effective.
• Conduct regular audits and assessments to ensure compliance with established standards and procedures.
• Work closely with quality assurance teams to maintain and improve process quality.
• Implement corrective actions and monitor their effectiveness.

Innovation and Best Practices:

• Stay up-to-date with industry trends and best practices in process excellence and continuous improvement.
• Foster a culture of innovation and continuous improvement within the organization.
• Identify and implement new technologies and tools to enhance process performance.
• Foster a culture of innovation and continuous improvement within the customer experience team.
• Foster a culture of cross-functional collaboration, encouraging information sharing and joint problem-solving to enhance overall program success.

General

• Strong written, verbal communication skills and time management skills.
• An adaptable and team-oriented approach, with ability to proactively respond to the needs of the stakeholders you support.
• High level of initiative, with an openness to own certain autonomous tasks and functions and tackle new challenges.
• Strong customer service focus.
• Excellent attention to detail
• Advanced skills In Microsoft package
• Ability to work in a fast-paced and dynamic environment.

Key Deliverables

• Develop a detailed process excellence strategy document outlining short-term and long-term goals, initiatives, and success metrics.
• Create a roadmap for process improvement initiatives, including timelines, resource requirements, and key milestones.
• Generate regular reports on process performance, including KPIs, metrics, and analysis of improvement initiatives.
• Develop and maintain comprehensive process documentation, including process maps, SOPs, and best practices guides.
• Develop initiatives to promote a culture of continuous improvement across the organization, including workshops, seminars, and recognition programs.
• Produce reports on compliance with process standards and risk management strategies, with recommendations for improvement.

Qualifications

Qualifications and Experience:

• Tertiary qualifications in Administration, Operations Management, Process Optimization or similar. Masters preferred.
• Min 5 - 7 years of experience in the telecommunications Industry especially In customer Interacting roles.
• Executive level engagement and reporting - ability to develop/craft and deliver executive level program briefings.
• Proven track record of leading and managing process improvement initiatives and teams.
• Strong understanding of process improvement methodologies, including Lean, Six Sigma, and other best practices.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data and metrics to drive decision-making.
• Proficiency with customer service software and CRM systems.

Additional Information

Business Unit Overview

Consumer: The Consumer unit is the face of our retail brand that is committed to delivering on our customer promise; Super-fast, Super reliable and Super easy internet access for all Australian homes. As a part of the Consumer unit, you will bring together systems, processes and people that deliver this experience across the customer touchpoints and customer lifecycle.

• Home Broadband: The Superloop Home Broadband team is the face of our retail connectivity brand. Our contact centre is committed to creating a positive customer experience through the availability and continuity of our services, and with the engagements we have with our customers. The team is the engine room of our residential brand, enabling growth through team development, continuous process improvement, and industry-leading customer service. As a customer focused team, we deliver solutions to our customers through rigorous technical understanding of our products, and exemplifying superior customer service skills in every interaction.