Process Improvement Specialist

2 weeks ago

Waterloo, Canada University of Waterloo Full time

Overview:
**Term: one year**

The Process Improvement Specialist is responsible for analyzing, designing, and validating business processes for Campus Wellness in its delivery of wellness services as a whole to the University’s student population. In addition, they are responsible for implementation, documentation and end-user training supporting eventual process changes. The Process Improvement Specialist must be collaborative and will work with key stakeholders within Campus Wellness, and cross-campus stakeholders (SSO, IST, student organizations, etc.).

**Responsibilities**:
Leadership in Campus Wellness Processes and Operations
- Lead and manage continuous improvement projects that will enable enhancements, improve client satisfaction, and efficiencies in service delivery. Work with staff across CW to ensure strategic priorities and corporate performance management practices are in place
- Develop and deliver reports related to process improvement that support the achievement of service outcomes linked to strategic and operational plans
- Provide expert advice and guidance to management on targeting processes for improvement that support the achievement of service outcomes linked to strategic plans
- Promote and support the development of a deeper understanding of business process management with CW leadership, and the benefits of managing processes in a structured approach
- Master techniques for effective integration of programs and services across the department

Client/Stakeholder Relationship and Support
- Collaborate with various Campus Wellness stakeholders to understand, document, and analyze current business processes and help design future business processes
- Collaborate with other stakeholders regarding service delivery needs
- Support project management and change management activities on a project with other University departments (SSO, IST, student organizations, etc.)
- Connect with the right campus stakeholders and specialists to fill any knowledge gaps of process

Analysis and Implementation
- Provide analytical thinking to look at business processes and determine business requirements
- Assess business process and identify fits/gaps in technology and provide ideas for ways to deal with gaps (via process change or technology customizations or accepting gaps)
- Assess different solutions against business requirements from all stakeholders’ perspectives
- Identify and/or verify user needs within a solution while ensuring stakeholders from other units on campus requirements are not disregarded
- Conduct, and coordinate testing and quality assurance of created or iterated processes, workflows, and documentation; go the extra mile for the success of each project

Develops standards for tracking and documentation tools
- Create plans and gain consensus for standardization of tools, processes, meetings, and documentation
- Identify and advocate for process improvements for the teams

Documentation, Training and Support
- Accountable for reading and creating business process documentation - working with workflow diagrams, vendor documentation
- Planning and leading the training and support plan for the success of the implementation

Qualifications:

- Post-secondary degree or a suitable combination of education and experience in a post-secondary or healthcare environment
- Project Management designation (PMP or CAPM) and/or Lean/Six Sigma certification (minimum Green Belt) is essential
- 2-3 years of analysis experience including demonstrated experience with process review and continuous improvement projects, and familiar with 5S, Kaizen, Root Cause Analysis and Value Stream Mapping
- 2-3 years of experience in supporting projects with many stakeholders
- Experience with complex document management and related workflows an asset
- Experience working in a deadline driven environment and proven experience and ability in managing multiple tasks that require attention to detail, accuracy, consistency
- Strong working knowledge of Microsoft Suite (Word, PowerPoint, Project, Visio, Jira, MS teams, Confluence), including advanced skills with Excel
- Proficiency in SPSS or similar software commonly used in continuous improvement projects.
- Experience working in a healthcare setting is an asset
- Ability to work effectively in a team and independently to manage competing priorities, and to adapt to a changing environment
- Innovative, with strong continuous improvement and project management skills
- Proven ability to research, gather, analyze information and data to produce clear and precise outputs, reports, and recommendations
- Excellent written and verbal communication skills including the ability to provide and present timely and relevant updates and reporting to various stakeholders
- Ability to exercise leadership and inspire action without formal authority and work in a team environment
- Attitude and aptitude for continuous improvement and change management coupled with a pragmatic and

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