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Business Process Incident Analyst
2 weeks ago
**Description**
**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**
The Business Process Incident Analyst (BPA) reports to the Business Process Excellence Manager and is part of the Intraday team (Monitoring & Analysis), and the Branch shared services group. Accountable to ensure that business processes work as designed and deliver on intended program goals to allow for efficient, reliable, and seamless customer service delivery.
The BPIA provides support to the operational sites to ensure the necessary process, technology, and people are available to ensure that service level agreement commitments of the Branch are met. They act as the 3rd level escalation support for the operational teams on all business process related interpretations or failures that inhibit delivery. In situations of TR or MI, this position will be responsible for tracking to resolution and will be the voice of the Customer/Business in the case of an MI. The key success in this role is to ensure seamless operational delivery and become a valuable point of escalation between the operational teams and shared services teams.
This position requires accountability and joint achievement within the annual committed budget for the branch's KPI of IVR/VRU Containment Rates, IVR/VRU Utilization Rates, Average Time Spent in IVR, NPS, Customer Service Reports (CSR) and Change/Program Management effectiveness.
**Roles & Responsibilities**:
- Maintains an understanding of all significant problems, issues, and trends across the operational sites that causes service delays, related to business processes or technical failures.
- Work closely with the ResOps/Control Team, the sites and IT to ensure awareness of service issues, trends, and mitigation plans.
- Monitor KPI's across the sites to ensure the front-line teams are handling queues within SLA.
- Continuously seeks improvement opportunities to ensure service expectations are managed and met.
- 24/7 on-call requirement to support significant incidents and MI participation (on-call schedule is on rotation by week).
- Tracks incidents/failures to ensure the identified root cause is identified, mitigation plans are in place, and summaries of action are provided to stakeholders.
- Responsible for developing urgent high-impact internal operational and ad-hoc communications material/documents as required.
- Prepare and disseminate internal communications relating to branch operational messaging.
- Assist in the preparation, proof-reading of communication documents.
- Work closely with different department stakeholders who are responsible for content contributions.
- Collaborate with the translation team and coordinate the intake, translation, editing, proofing, and posting of various communications as required.
- Track hardware/workstation failures that render these units' U/S and take the correct action to ensure the units returned to service with minimum delay/disruption to the operation.
- Acts as the 3rd level escalation point for business processes clarification or information from the operating sites.
- Track, report, and champion all TR submissions from the operational sites and champion fixes and report close in a timely fashion.
- Support the review and reporting of business processes that no longer perform to target and should be re-worked.
- Track, report, and document activities as assigned.
- Understanding or report on service level agreements management and vendor/partner relations.
- Performing special projects and other duties as required.
**Qualifications**
- College/University Degree or equivalent work experience.
- Well-developed business acumen and proven stakeholder consultative approach.
- 3 years of experience within a Call Center/Customer Recovery Operational environment.
- Strong computer skills in using the MS Office Suite (Microsoft Word, Excel, Project).
- Understanding of robust Business Process Mapping/Flows.
- Highly self-motivated, inquisitive, adaptable and able to work independently or as a team.
- Strong analytical skills and understanding concepts and business processes.
- Proven ability to manage in crisis situations and able to prioritize options to ensure the best out coming for an elevated customer experience.
- Demonstrates expert problem-solving skills.
- Illustrate strong time-management skills and conformable with tracking and documenting work.
- A proven track record in achieving or exceeding objectives/commitments.
- Bilingual - French and English.
**Strong Assets**:
- Exposure/understanding of the enterprise systems deployed by Air Canada within the Call Centres/Customer Recovery or Baggage Claims.
- PSS - Altea.
- Exposure to the Global Distribution Systems (Amadeus/Sabre/Travelport).
- Exposure to MS Dynamic, Salesforce or Lucidchart.
**Conditions of Employment**
