Senior Service Operations Analyst (Six Sigma Certification)

Who You are:  

You are a seasoned and emotionally intelligent professional with a proven track record in program management, eager to bring your expertise to a dynamic, growth-oriented organization. You thrive in managing complex projects, driving process improvement, and overseeing change management, while demonstrating exceptional organizational skills and a strategic mindset. Passionate about delivering meaningful results, you are motivated by the opportunity to lead diverse programs and projects for a variety of clients, continuously refining your project management acumen. Your ability to mentor junior team members and contribute to team success makes you an invaluable asset to any organization. 

About The Role:  

The Senior Service Operation Specialist serves as a critical leader in driving operational excellence and delivering impactful projects within the organization. The ideal candidate will have Six Sigma certification and a proven track record in enhancing operational performance. 

 Objective of the Role:  

Process Improvement: 

• Process Mapping & Documentation: Use Six Sigma tools and methodologies (such as Value Stream Mapping, SIPOC, and process flow diagrams) to document and map current processes, ensuring clear and accurate representations of workflows across the organization.
• Quantifying & Analyzing Processes: Apply Six Sigma techniques like statistical process control (SPC), control charts, and process capability analysis to measure process performance, identify bottlenecks, inefficiencies, and variations in key metrics.
• identify Improvement Opportunities: Utilize data-driven insights to identify process inefficiencies, defects, or areas where improvements could lead to increased efficiency, cost savings, or quality enhancements. Conduct root cause analysis using tools such as Fishbone diagrams or the 5 Whys.
• Lead process redesign initiatives to improve service quality, reduce costs, and enhance customer satisfaction.
• Monitor and measure outcomes of improvement projects to ensure sustained results.

Business Analysis: 

• Conduct comprehensive requirements gathering and data analysis to inform decision-making.
• Translate business needs into actionable solutions by working closely with cross-functional teams.
• Develop business cases and cost-benefit analyses to justify initiatives.
• Evaluate the impact of process changes on business performance, track improvements, and provide regular reports to leadership, showcasing the effectiveness of implemented strategies.
• Analyze best practices, business trends, and customer feedback to identify opportunities for growth, process optimization, and value creation.

Change Management and Leadership: 

• Guide teams through process and system changes, ensuring minimal disruption.
• Ensure that process improvements are embedded into standard operating procedures (SOPs) and business processes. Establish control plans to monitor improvements and prevent regressions.
• Foster a culture of continuous improvement by mentoring colleagues and sharing best practices.

Internal Project Management: 

• Distill complex improvement initiatives into a structured program with clearly defined sub-projects, overseeing multiple interlocking workstreams simultaneously to ensure alignment and successful execution.
• Identify internal objectives that require cross-functional collaboration and lead the formation and management of teams or committees to achieve these goals.

Performance Reporting: 

• Establish KPIs and track progress against goals.
• Create detailed reports and dashboards for leadership to support strategic planning.

Required Qualifications and Skills: 

Certifications: 

• Six Sigma Certification (is a must)
• PMP a plus
• Change Management (PROSCI) a plus 

 Experience: 

• 8+ years of experience in project management, process improvement, or business analysis.
• Proven success in leading cross-functional teams and delivering complex projects.
• Expertise in implementing operational efficiencies in service-based environments.

 Technical Skills: 

• Proficiency in process mapping tools (e.g., Visio, Lucid chart).
• Automation experience a plus (Power Automate, Automated Flows.)
• Experience with project management software (e.g., MS Project, Jira, or Smartsheet).
• Strong analytical skills with advanced know