The Senior Process Engineer is responsible for executing the end-to-end process improvement lifecycle, including the feasibility assessment of process improvement initiatives, evaluating the process's maturity, designing and documenting new processes, describing the as-is state, and proposing a to-be state by applying fittable engineering methodologies and techniques, as well as leading the improvements implementation and measuring the outcomes (benefits).
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Assess the feasibility of process improvement opportunities following a multidimensional approach, including but limited to financial (costs and expected benefits), technical, and compliance aspects.
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Prioritize process improvement opportunities by creating inventories and evaluating the maturity level.
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Design and document new processes outlining their scope, steps, actors, systems, inputs, processing actions, outputs, quality, metrics, etc.
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Describe the current state of a process (as-is) by mapping workflows (end to end) at different levels of abstraction and performing data analysis to specify process attributes such as AHT, UPH, SLAs, and task categories.
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Identify process inefficiencies and make proposals by applying fittable methodologies such as Six Sigma, Total Quality Management (TQM), Lean, Kaizen, Kanban, Agile, BPM, and techniques oriented to analyze capacity, eliminate bureaucracy, focus on value-added activities, eliminate duplication, simplify, reduce cycle times, decrease errors, improve the customer experience, reduce manual steps (automation) and accelerate the revenue capturing.
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Perform internal and external benchmarks oriented to identify and apply good business practices that can lead to efficiencies.
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Periodically evaluate existing metrics and KPIs and propose new ones as required.
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Lead the implementation of proposed solutions by coordinating with business and technical teams.
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Track the benefits realization of process improvement initiatives.
Report process improvement outcomes to stakeholders regularly.
