BT Business Improvement Specialist in Budapest, Hungary

Purpose Of Role:

The role holder develops and leads business improvement activity in a defined functional discipline or cross-business process. He/she leads, and where necessary carries out analysis that supports business improvement approaches and delivers customer satisfaction, cost reduction and revenue growth. He/she works closely with operational units, and implements and manages change initiatives that will measurably reduce costs, improve organisational efficiency, increase revenues and improve productivity.

Key Responsibilities:

  • Compliance with contractual obligations related to account specific Service Improvement process.

  • To lead on all aspects of process management design and customer satisfaction improvement to:

  • Ensure adoption of best practice wherever appropriate

  • Provide guidance on all aspects of process management and customer satisfaction

  • Evaluate existing processes using appropriate tools and techniques and methodologies.

  • Oversee the production of written documentation.

  • Maintain the integrity of processes.

  • Design test and map processes to agreed specifications, corporate standards, architecture and methods.

  • Development of appropriate measurement set including application of relevant standards.

  • Recommend process/procedural change

  • Provide support to clients on aligning technology in support of key programmes.

And/or lead the development of all aspects of the Management systems to enable BT to drive improvement and maintain its certification as required by customers and business strategy, i.e. to:

  • Develop an effective internal and external audit programme.

  • To manage the interface with external assessment bodies and the wider Quality community.

  • Design comprehensive communications to disseminate quality management information across the organisation

  • Review quality processes and procedures

  • Act as an escalation point for Quality issues

  • Lead management reviews, interpret information and make recommendations that form the basis of the review of the Management System

And/or Conduct Excellence Model assessments, to EFQM/ Baldrige standards, either within or across BT LoBs.

And/or to manage all aspects of Operational Effectiveness, i.e. to:

  • Develop business improvement approaches to minimise cost and maximise performance.

  • To manage the interface with operational Financial Controllers and wider BI community.

  • Develop and ensure integrity of operational structure.

  • Review processes and procedures

  • Act as an escalation point for Operational Effectiveness issuesqLead improvement activities/ work-packages.qTo analyse and interpret customer, process, critical to quality and systems performance metrics, perform benchmarking studies, use benchmark data and perform Root Cause Analysis in relation to; Customer Satisfaction, Process Management, Quality Management and Operational Effectiveness.qTo scope, agree and deliver measures including end-to-end process measures that will drive and assist in the analysis of business performance.qTo communicate Business Improvement Best Practice.qTo use benchmark data in all analysis, including internal/external comparison, best practice and enterprise approaches where appropriate.qTo lead and manage a Business Improvement Team.Business Impact:qImpact is primarily short/medium term but would develop plans to improve long term-measured performance.Authority/Decision Making:qWorks within the boundaries of the initiatives and work-packages under their direct control to include management of resource and financial targets.Qualifications:qPreferably qualified to degree level or equivalent.qTrained in Process/Quality Management approaches appropriate to the role.qExperience of working in virtual teams across a matrix organisation.qSufficient knowledge related to ITIL framework (preferably owns multiple intermediate ITIL certificates or ITIL Expert qualification)Examples:Process- ARIS toolset and modelling, BPM Certificate/Diploma.Business Improvement - 6-sigma green belt or equivalent level of understanding and application.Quality - ISO 9001/14001 lead assessor, IRCA accreditation or EFQM assessor.Performance Measurement - TL 9000/ETSI measurements, Statistical process Control, Benchmarking Practice.Skills/Experience:qExperience gained in a commercial environment with a good working knowledge in at least one of the following; Process Management, Systems Implementation/Operation, Business Change and quality management.qTo provide data in order to test/challenge current thinking and support the implementation of new practices/policies and where necessary build alternative strategies that can drive improvements in business performance.qRecognised expertise in one or more specific area of business improvement activity and the ability to share this expertise with colleagues across the business.qGood understanding and use of analytical tools, techniques and behaviours. The ability to lead and be part of high performance teams with good product/process/quality/customer satisfaction knowledge.qGood understanding of the business environment internally and externally through; operational business experience in manufacturing, call centre, field engineering, account management, service/relationship management or other related disciplines.qLeadership and direction of peer and virtual teamsqProcess management, design and implementation.qBusiness Improvement, Quality systems/tools and techniques design and implementation.qPeople and programme leadership skills.


Job: Business Improvement

Title: Business Improvement Specialist

Location: Hungary-Budapest

Requisition ID: 68440