Business Process Analyst

Job Title: Business Process Analyst 

Reports To: The Business Process Analyst will report to the Client Director, Vice President of Operations, or equivalent leadership. 

Job Overview: 

As a Business Process Analyst at SPS, you will be responsible for driving and facilitating Business Process Improvement projects, analyses, recommendations, and documentation.  

You will serve as an internal consultant to the customer, working with key leaders and stakeholders to understand business process objectives, potential changes, challenges, and areas in need of assessment/improvement. Project scope will span technology processes and business processes for mail and reception services.  

As an agent of change, this position will create business cases for proposed process or operational changes, based on operational observation and industry best practice standards research.  

As a project leader, this position will plan and track performance on all process improvement projects, along with ensuring all projects are properly resourced for all timely and quality-driven deliverables.  

An expert in business workflows and technical systems, this position collaborates with operations, solution design, IT, vendor partners, and business stakeholders to ensure all recommended process changes are vetted, agreed, documented, tested and measured for success before implementation at scale.   

Duties and Responsibilities: 

• Process Assessments:
  • Identify process improvement opportunities using Six Sigma techniques. 
  • Identify automation opportunities wherever possible. 
  • Perform data gathering, root cause analysis, and performance trending to develop appropriate process control changes. 
  • Document current procedural steps and to-be process flows 
  • Document all process steps, factoring in service levels, staffing resources, current technology, other team involvement, and exception-handling steps.   
  • Capture capacity utilization of the process: FTE, productivity metrics, average handling time 
  • Study existing process information: Standard operation procedures, process maps, process interdependencies 
  • Capture the cost impact of the current and reimaged process 
  • Create proposals to alter or reengineer processes to automate or improve process efficiencies 
  • Test and evaluate the effectiveness of all process changes and new processes prior to implementation at scale.  

• Process Change Management:  
  • Document, update and maintain documentation on process improvements. 
  • Lead process implementation activities with impacted stakeholders, including a pilot (if applicable), user guides, SOP documentation, and training material. 
  • Provide training support on new processes  

• Process Leadership:  
  • Prioritize and implement process change requirements based on the critical project needs. 
  • Develop project plans for all approved process improvement projects.  
  • Assign and manage project teams for all approved process improvement projects.  
  • Create and deliver effective communication plans to all stakeholders impacted by process improvement projects.  
  • Define measures of success for operational improvements and new processes. Deliver reporting to leadership on defined process change metrics.  
  • Evaluate and track user adoption of all process changes and new processes post-implementation.  
  • Consult on all new implementations to assess process impact and necessary changes.  

Competencies: 

• Results-oriented. 
• Driven by client satisfaction. 
• Strong integrity, and solid business ethics. 
• Excellent presentation and interpersonal skills. 
• Excellent English written and oral communication skills. 
• Expert in customer service skills, professional attitude, and appearance. 
• Good organizational skills. 
• Ability to maintain confidentiality. 
• Attention to detail. 
• Ability to function with a high level of patience, tact, and diplomacy to defuse anger and collect accurate information. 
• Able to convey information and ideas through speech in ways that others will understand. 
• Able to listen to and understand information and ideas presented through spoken words and sentences. 
• Able to speak clearly so listeners understand, identify and understand the speech of another person. 
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting. 
• Flexibility in dealing with simultaneous projects. 

Qualifications and Education Requirements: 

• Bachelor’s degree 
• 5+ years of experience with business process improvement or operational management in a problem-solving capacity 
• MS Suite proficiency 
• Excellent communication skills, including written, verbal, and listening. 
• Organizational and prioritization skills; Ability to work under pressure, set and adhere to project deadlines.
• Detailed documentation skills, with the ability to write for comprehension at all user learning levels.  
• Understands the trends and emerging challenges facing the customer, market, and industry. 
• Self-directed, innovative thinker with strong attention to detail and commitment to consistently meeting timelines and operating from a sense of urgency. 
• Comfortable speaking and engaging with senior leadership and a wide variety of audiences. 
• Maintains positive working relationships with all stakeholder levels. 
• Ability to escalate issues appropriately 
• Applies basic research, information gathering, and analytical skills to: 

• • Select appropriate alternatives from defined options 
  • Collect required documentation and verify conformance with standards 
  • Assess the accuracy of detailed information 

• Positive attitude, ability to work well and fast under pressure, exceptional customer service attitude. 
• Ability to be comfortable with uncertainty; ability to be flexible to accommodate changing priorities and timelines. 

Physical Demands: 

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity is required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Physically able to talk on the phone and input data simultaneously. 
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness. 
• Hearing and talking abilities both in person, over the phone, and virtually to support the above job duties. 

Travel: None or Negligible 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.

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