Description

The Specialist, Process and Quality Coordinator will support the execution and implementation of continuous process and quality improvements in Professional Business Services (PBS). Adapt industry best practices in service quality and performance to internally facing firm services while also ensuring cultural alignment. Will act as the subject matter expert (SME) for functional managers in the analysis of KPIs for a service throughout its lifecycle. Will work with the Global Service Center leaders to ensure consistency in service execution and service performance evaluation methods across the Centers.

Responsibilities:

  • Champion of Quality as a discipline across business services and legal services
  • Execute best-in-class industry practices, methodologies, procedures and process improvement initiatives to operationalize identified improvements for implementation across the Centers
  • Support the design of internally facing services that adhere to best practices and deliver required business value
  • Support the creation of a multi-dimensional performance measurement system to understand results vs. targets in areas such as cost, time, quality, and others, as required
  • Support and occasionally lead root cause corrective action projects when issues are identified for a service.
  • Collaborate and coach E2E Global Process Owners and Service Owners to identify potential challenges and proactively manage against SLAs and agreed metrics
  • Support common projects that cross functional boundaries within Professional Business Services across the Firm
  • Support the execution of quality programs and monitoring services to ensure consistency across Centers
  • Ensure the adequacy of tools and forecast on service usage and staffing levels to meet SLAs and drive business continuity across Centers

Experience Required

  • Bachelor’s degree or equivalent (Master’s degree or additional relevant qualification would be an advantage)
  • Certification in Six Sigma (Yellow Belt or Green Belt ideally), Lean or any other relevant process improvement discipline and service delivery standards is required
  • Proficient using MS Office, Productivity, Reporting and Statistical Analysis Tools
  • Experience working with ServiceNow or similar technology platforms is preferred
  • Experience in handling change management with a solid understanding about the impacts of process and technology changes on the business
  • Strong experience in project management, handling business transitions (from inception to delivery)
  • Exceptional stakeholder management skills and providing up to date insights on progress
  • Leverage available resources and ability to work and manage the project under pressure to deliver on time
  • Excellent verbal and written communication skills
  • Demonstrated ability to deal with and resolve conflicts