Senior Business Process Manager

Summary

Join PointClickCare as a Senior Business Process Manager and play a pivotal role in driving operational excellence and enhancing customer satisfaction. You will lead cross-functional teams, analyze processes, design future states, and support process execution and monitoring. Your expertise will improve efficiency, quality, and customer experience. You will also support a community of practice for business process management. This is a 1-year contract role requiring strong skills in both Business Process Management and Business Analysis. The role involves collaboration with cross-functional business leaders and teams to drive business process improvement and transformation. You will be required to challenge the status quo and influence changes. Remote work is possible with travel to the Mississauga and/or Salt Lake City office for events.

Requirements

• 5+ years of experience in business process analysis and improvement, preferably in Software or SaaS companies and or in the Health Care Industry
• Bachelor’s degree in Business Administration, Engineering, or related field; Master's degree preferred
• Proven track record of leading cross-functional teams through process improvement initiatives
• Experience focused on Salesforce (Sales Cloud, Service Cloud, or Experience Cloud) are considered strong assets
• Strong understanding and experience with business analysis, with proven ability to lead business requirements gathering, documentation, and testing; Previous experience in BA roles an asset
• Experienced in leading communities of practice or continuous learning programs
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Proficiency in process modeling and analysis tools (e.g., BPMN, Lean Six Sigma)
• Hands on experience and knowledge of business transformation
• Excellent communication and interpersonal skills with the ability to effectively collaborate with stakeholders at all levels of the organization
• Strong facilitation skills with experience managing high stake conversations and ability to manage conflicting interests of cross functional teams
• Change management experience, including stakeholder engagement, communication planning, and training development
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively

Responsibilities

• Lead process discovery discussions and workshops with key stakeholders to identify current state processes, interdependencies, and pain points
• Analyze process effectiveness and maturity using industry-standard methodologies and tools such as Lean Six Sigma
• Capture, document, and refine business requirements using Agile and Design Thinking methodologies to ensure flexibility and iterative development, and ensure process and technical address business requirements
• Collaborate with cross-functional teams to design future state processes that address pain points, align with strategic and business objectives, and challenge the status quo to improve and transform
• Develop business cases and plans to implement process enhancements and improvements, track progress against targets
• Facilitate process execution control planning discussions to capture the necessary metrics and control plans that will result in optimal performance against customer expectations and operational targets
• Support the Senior Manager, Business Process Management, develop, maintain business process documentation, and artifacts
• Ensure alignment between business processes and strategic and operational targets during process design
• Design, model, new, and existing business processes using industry-standard methodologies, process classification frameworks such as APQC (American Productivity Quality Center)
• Facilitate change management discussions to capture the changes between current and futures states which will enable change impact assessment and preparation that lead to successful adoption of new processes and behaviors
• Provide subject matter expertise and guidance on process improvement initiatives across the organization during project and provide consult during process execution to enhance business unit's capabilities to maintain metrics to measure process performance and identify areas for continuous improvement
• Lead process documentation as engaged by the business where necessary
• Work with the Business Process Management team to build out enterprise business process practices and knowledge based
• Build out the enterprise business process and process elements library
• Support the establishment and maintenance of the business process automation capabilities
• Be an advocate for business process management practices and support in the establishment and management of a community of practice

Preferred Qualifications

• Certified Lean Six Sigma, BPM, or other Continuous Improvement certification is desired
• Knowledge of BPMN, Six Sigma, APQC, CMMI, BIZBOK, TOGAF or Gartner methodologies
• Salesforce Business Analyst Certifications an asset
• A continuous learning mindset and ability to adapt to change

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities