Business Process Analyst - Assistance & Support Services

Overview

Reporting to the Business Process & Improvement Manager, the Business Process Analyst – Assistance & Support Services (BPA) is responsible for the review, analysis, mapping/modeling, improvement and documentation of the business processes used within Assistance Services. The primary responsibilities are managing process performance, maintaining agent work aids, implementing business process modeling tools, implementing business analysis disciplines and methodologies, and leading projects and changes using established Continuous Improvement & Project Management framework. These responsibilities will help establish aligned practices in Canadian Assistance Services.

The BPA operates with integrity and upholds the values of the organization in all interactions while fulfilling their mandate. The BPA will be called to promote a culture of innovation to ensure we remain highly effective in our service delivery. They will frequently collaborate with other stakeh...