Continuous Improvement Analyst

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

The purpose of this position is to investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost and increase efficiency to address business requirements needed to optimize the business.

**Working at NTT**

Process Improvement Initiatives
- Supports the identification of improvement opportunities by providing relevant data and data analysis
- Responsible for documenting process changes/new process design and measuring process compliance within the business
- Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client’s customers.
- Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
- Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

Business Analysis
- Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
- Design to-be business architectures
- Identify and design new and improved business process systems and procedures to deliver goals
- Undertake a feasibility and impact analysis of solutions identified with key stakeholders
- Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

Project Administration
- Produces relevant, useful and professional reports and communications as project updates to the business
- Provides ongoing open communication to all key functional team members
- Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
- Contributes to scoping of projects.
- Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
- Delivers project work on time and in line with the agreed standard of quality.

Reporting and Administration:

- Completes all project documents and related administration and stores to ensure currency and accessibility.
- Generate monthly and weekly or ad-hoc status reports
- Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
- Documents process changes/new process design and measuring process compliance within the business

**Knowledge Skills Attributes**
- Excellent knowledge of Call Centre metrics and operations
- Knowledge of Process engineering and mapping
- Understanding of Green/Black Belt Lean Six Sigma methodology /practitioner
- 5-8 years experience in specialist area with people management
- Project Management (L2)
- Planning and organizing (L3)
- Oral and Written Communication (L4)
- Leadership (L3)
- Knowledge Sharing (L3)
- Analysis
- Presentation skills(L3)
- Technical Expertise (L4)
- Influence (L4)

**What will make you a good fit for the role?**

**Equal opportunity employer**

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.