Business Partner, Process & Automation

The Opportunity

This position provides process expertise and support for key corporate initiatives. This role will work on projects to develop and implement processes and programs to improve the client experience offered by Technical Safety BC. This role will focus on creating and optimizing standardized business processes, and identifying opportunities for innovation, automation, promoting continuous improvement, and creating meaningful solutions to business challenges. The position will liaise with Client Experience Leaders and organizational stakeholders, represent Client Experience on corporate projects, and support change management initiatives to promote achievement of organizational goals.

As a Business Partner, Process & Automation, you will:

Business Process and Project Management

• Accountable to the successful implementation of processes impacting Client Experience.
• Develops business cases including financial/operational sizing to prioritize & manage operational challenges e.g., interaction backlog, disaster recovery plan etc.
• Seeks out innovative ideas from outside the organization through market knowledge, benchmarking and seeking out best practices.
• Provides project leadership support for corporate projects as and when required.
• Leads the process implementation cycle from start to finish including:
• Project managing the implementation and support change management of organizational and departmental processes within Client Experience;
• Analyze and find client and employee impacts, risks, mitigation strategies and supplying a recommended approach and collaborative process;
• Working with organizational stakeholders to gather and confirm business requirements;
• Negotiating program and process requirements with IT, Product Strategy, Technical Programs and Operations that stand for a balanced approach to achieving mutually beneficial outcomes for both Client Experience and stakeholder objectives;
• Developing standardized Business Process Management (BPM) documentation for process development and improvement (e.g., business cases, process maps, standard operating procedures, user guides, presentations);
• Coordinating CXE related activities (e.g., user experience testing) including collecting user and functionality feedback to inform required system and program changes;
• Supporting development of documentation, and training materials;
• Monitoring and reporting on performance and efficacy of implemented processes;
• Leading continuous improvement of implemented processes.

Department Representation and Change Management

• Champions voice of the client, representing Client Experience on corporate projects as a key liaison for project stakeholders and other business stakeholders.
• Represents customer experience and influences other departments to consider the project through this lens.
• Anticipates and raises potential risks to internal and external clients and recommends design expertise that enhances user experience and promotes positive impacts.
• Facilitates cross functional design workshops with internal and external stakeholders.
• Support change management team to ensure the front line are equipped and confident to deliver exceptional client experience in support of new organizational initiatives.
• Retains ability to articulate the business and safety system needs to the Client Experience team to drive awareness and adoption of a new program or process and provide Client Experience team the support to navigate through the change.

Continuous Improvement and Automation

• Supports continuous improvement of Technical Safety BC products, services and processes by monitoring and evaluating existing processes and systems, develops business cases to prioritize improvements and automation, and implements change requirements as part of a structured change control process.
• Identifies and solves issues that arise in day to day running of automated processes and provides timely responses and solutions as required.
• Analyzes, documents, maintains, and updates business processes, policies, standard operating and user guides for Client Experience. Activities may include:
• Researching and benchmarking best practices,
• Meeting with stakeholders to gather requirements and sign off;
• Understanding, documenting, and mapping current state processes and developing initial set of opportunities/alternatives for new or improved ideal state processes;
• Gathering/validating business requirements through a variety of techniques.
• Conducts research and continuously maintains knowledge and awareness of technology, industry trends in operations, digitalization, identifying and recommending opportunities to enhance efficiencies in business processes.

Knowledge, Skills & Experience you have:

• Degree in Business or a related discipline supplemented by minimum 5 years of process development and client service experience; or an equivalent combination of education, training and experience.
• Project management and vendor management experience and the ability to balance work priorities with limited resources.
• Excellent interpersonal and relationship-building skills including the ability to gain buy-in and to manage and influence key stakeholders.
• Excellent oral and written communication skills and experience in writing business cases, policies, SOPs, user guides, reports, etc.
• Strong analytical and problem-solving skills to assess and troubleshoot problems and to make related recommendations.
• Ability to synthesize working procedures and to develop, document and deliver usable best practices.
• Previous experience in structured business analysis methodologies and process mapping.
• Working knowledge of efficient business process designs and quality improvement processes.
• Working knowledge of relevant business tools including CRM, telephony, omni-channel, Microsoft Office, BPM, case management.
• Knowledge of the organizational change management ramifications of implementing process change.
• Excellent organization skills and meticulous attention to detail.
• Keen sense of personal responsibility and accountability for delivering results and high quality work.
• Self-initiative and a track-record of working effectively on an independent basis.

Please note: This posting is open to internal employees only at this time. If you are interested in this position, please apply online by 4PM on January 7, 2025. This opportunity will remain posted until filled; however, priority consideration will be given to those who apply by the deadline. To see a full list of our current opportunities or to learn more about working at Technical Safety BC, please visit our careers page.

We thank everyone who has applied to this opportunity. Applicants can check the status of their online applications by logging into their profile. Only those shortlisted for an interview will be contacted directly.