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Process Improvement Specialist

3 weeks ago

Guelph, Canada Ontario One Call Full time

**Organizational Overview**:
Ontario One Call (OOC) is a Public Safety Administrative Authority; protecting Ontario by enabling safe digging. At OOC, public safety is at the heart of everything we do.

Since 2012, in Ontario, it's the law that any party planning to dig must contact OOC before they dig. OOC connects people planning to dig with the owners of underground pipes, cables, and other infrastructure to help prevent costly damages, service disruptions, and safety hazards. We also regulate an efficient locate system, foster industry wide collaboration, and promote safe, timely excavation across Ontario.

OOC is governed by a diverse Board of Directors, with experienced leaders representing underground infrastructure owners, excavators, ministry appointees and others dedicated to protecting Ontarians. Together, we work to shape a safer Ontario through collaboration, regulation, and education.

Safe Excavation starts with us.

**Why Join Us?**:
Ontario One Call offers dynamic career opportunities in various areas such as operational services, compliance, regulatory affairs, communications, education, IT, finance and HR. When you join our team, you become an integral part of our mission-driven organization, dedicated to making Ontario safer, one dig at a time.

**Core Values**:
**Caring** We invest in the success and safety for our team, communities and the environment.

**Integrity**...We are dedicated, honourable and honest.

**Collaborative**...We foster partnerships and work together to build a safer Ontario.

**Inclusive**...We are a leader in inclusivity and cultivate a foundation of respect and support within our industry.

**Innovative**...We strive for excellence with a willingness to learn, adapt and innovate.

Do you have what it takes to join our team?

**Position Overview**:
This role will work an array of systems, some proprietary to Ontario One Call, as well as other more common systems including Microsoft 365 suite of products, a CRM (MS Dynamics), as well as a various mapping solutions both internally and externally.

Reporting to the Business Solutions Manager, this position is located at our head office at 104 Cooper Drive in Guelph, Ontario. Ontario One Call has a hybrid work model with staff dividing their workweek between in-office and at-home work per company policy.

**Primary Responsibilities**:

- Process Development & Implementation- Collaborate with the Business Solutions team, Operational Services, the Digital Office and other departments to design and document new operational processes and efficiencies for upcoming initiatives.
- Proactively create workflows and processes for improvement projects from inception to implementation.
- Translate strategic concepts into actionable workflows that align with company services, capabilities and service standards.
- Work with industry stakeholders to build processes that enhance safety and damage prevention
- Collaborate with multiple internal and external stakeholders through focus groups to collect data on system performance and user feedback as a means of creating improvement, finding efficiencies in existing processes or creating new services or solutions that benefit stakeholders and the organization.
- Collect business requirements from stakeholders through various methods, including but not limited to, interview workshops (focus groups) and written communication.
- Process Review & Optimization- Identify opportunities for changes to current business practises to improve efficiency, reduce risk, or enhance user experience.
- Partner with Operational Services and other cross functional teams as required to assess current processes, identify inefficiencies, and implement improvements.
- Conduct root cause analyses and recommend solutions to enhance service delivery, reduce time and duplication of effort, automate where possible and improve user experience.
- Create process and improvement opportunities by gathering and building requirements, conceptualizing the outcome and assisting with implementation as required.
- Cross-Functional Collaboration- Liaise with Training and Education, and Communications teams to ensure process changes are well-communicated, supported and adopted.
- Work with the Learning and Development team to ensure that any improvements and/or solutions being implemented are understood throughout the organization
- Support change management efforts by contributing to training materials and facilitating knowledge transfer.
- Liaise with other departments to identify areas of opportunity, aligned with strategic plans initiatives and requirements.
- Performance Monitoring & Reporting- Define and track key performance indicators (KPIs) to evaluate the effectiveness of implemented processes, internally and externally.
- Provide regular updates and insights to the Business Solutions Manager and other stakeholders.
- Prepare reports, showcasing data driven insights for a variety of audiences
- Stay informed about indus