Business Process Analyst - Customer Experience
Top Benefits
About the role
Job Description:
Are you a person who enjoys helping people? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you!
The Business Process Analyst (BPA) is responsible for the review, analysis, mapping/modeling, improvement and documentation of the business processes used within Customer Experience and Quality Assurance teams. The primary responsibilities are coordinating projects, documenting standard operating procedures, proactively identifying opportunities to improve processes and support implementation of new technology solutions. 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, collaboration and compassion centered on customer experience excellence. They will frequently collaborate with other stakeholders in order to achieve their goals.
What does your typical day look like?
- Collaborate with cross-functional teams to analyze and document current business processes impacting customer experience and quality assurance;
- Develop and update standard operating procedures (SOPs), process maps, and customer journey documentation to support operational excellence;
- Lead or support strategic projects, including planning, stakeholder coordination, and change management activities;
- Identify and assess opportunities for continuous improvement, proposing innovative solutions to enhance service delivery;
- Monitor process efficiency using KPIs and data analytics, providing actionable insights to leadership;
- Facilitate workshops and meetings to gather feedback, align on process changes, and promote a culture of collaboration and innovation;
- Communicate regularly with stakeholders to ensure process changes are well understood, effectively implemented, and aligned with business goals.
What skills and training do you need?
- University or college degree preferred or professional experience equivalency;
- 3-5 years of experience in process improvements, cross-functional collaboration and continuous improvement projects;
- Certification in Lean Six Sigma, re-engineering or other continuous improvement methodologies would be an asset;
- Advanced knowledge of O365, JIRA, Confluence and Lucid applications;
- Working knowledge of Power BI would be an asset;
- English-French bilingualism is required.
When you apply:
If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.
We offer you:
- Global Excel offers more than a position;
- We offer a competitive compensation package that includes a base salary, performance bonus and an extensive benefits package;
- A professional future with opportunities for development, growth, and advancement;
- RRSP Match program;
- Financial assistance to employees who wish to continue their education;
- Work/life balance, health and wellness initiatives including an excellent EAP program;
- Employee engagement programs that focus on fitness, food, and fun.
To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website:
About Global Excel Management Inc.
Global Excel is a full-service provider of global healthcare risk management solutions. Global Excel, together with its subsidiaries based in Canada, USA, Mexico, Europe, Africa, and Asia, offers a complete range of risk mitigation, cost containment, claims management and medical assistance services to over 1800 clients located in more than 90 countries around the world. As a group, Global Excel will manage approximately 420,000 inpatient, outpatient and non-medical cases per year and processes in excess of $1.95B USD in healthcare claims annually.
The Global Excel family encompasses over 1500 employees internationally located in Sherbrooke, Canada, in Windsor, Canada, Miami, USA, Mexico City, Mexico, Europe and Africa, as well as Jakarta, Indonesia.
Gestion Global Excel Inc. est un fournisseur de solutions globales complètes dans la gestion des risques associés aux soins de santé. Global Excel et ses filiales, dont les bureaux se situent au Canada, aux États-Unis, au Mexique, en Europe, en Afrique et en Asie, offrent une gamme complète de services d’atténuation des risques, de contrôle des coûts, de gestion des réclamations et de services d’assistance médicale à plus de 366 clients répartis dans plus de 90 pays à travers le monde. En tant que groupe, Global Excel gère près de 360 000 cas médicaux et non médicaux annuellement, et ce, en milieu hospitalier et en consultation externe. Notre entreprise traite plus de 1,9 milliard de dollars US en réclamations associées aux soins de santé par an.
La famille Global Excel emploie plus de 900 employés aux quatre coins du monde situés à Sherbrooke, Canada; à Windsor, Canada; à Miami, États-Unis; à Mexico, Mexique; en Europe; en Afrique ainsi qu'à Jakarta, Indonésie.
Business Process Analyst - Customer Experience
Top Benefits
About the role
Job Description:
Are you a person who enjoys helping people? Are you interested in working in a multilingual, dynamic and friendly environment that encourages personal and professional development? We would love to meet you!
The Business Process Analyst (BPA) is responsible for the review, analysis, mapping/modeling, improvement and documentation of the business processes used within Customer Experience and Quality Assurance teams. The primary responsibilities are coordinating projects, documenting standard operating procedures, proactively identifying opportunities to improve processes and support implementation of new technology solutions. 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, collaboration and compassion centered on customer experience excellence. They will frequently collaborate with other stakeholders in order to achieve their goals.
What does your typical day look like?
- Collaborate with cross-functional teams to analyze and document current business processes impacting customer experience and quality assurance;
- Develop and update standard operating procedures (SOPs), process maps, and customer journey documentation to support operational excellence;
- Lead or support strategic projects, including planning, stakeholder coordination, and change management activities;
- Identify and assess opportunities for continuous improvement, proposing innovative solutions to enhance service delivery;
- Monitor process efficiency using KPIs and data analytics, providing actionable insights to leadership;
- Facilitate workshops and meetings to gather feedback, align on process changes, and promote a culture of collaboration and innovation;
- Communicate regularly with stakeholders to ensure process changes are well understood, effectively implemented, and aligned with business goals.
What skills and training do you need?
- University or college degree preferred or professional experience equivalency;
- 3-5 years of experience in process improvements, cross-functional collaboration and continuous improvement projects;
- Certification in Lean Six Sigma, re-engineering or other continuous improvement methodologies would be an asset;
- Advanced knowledge of O365, JIRA, Confluence and Lucid applications;
- Working knowledge of Power BI would be an asset;
- English-French bilingualism is required.
When you apply:
If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.
We offer you:
- Global Excel offers more than a position;
- We offer a competitive compensation package that includes a base salary, performance bonus and an extensive benefits package;
- A professional future with opportunities for development, growth, and advancement;
- RRSP Match program;
- Financial assistance to employees who wish to continue their education;
- Work/life balance, health and wellness initiatives including an excellent EAP program;
- Employee engagement programs that focus on fitness, food, and fun.
To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website:
About Global Excel Management Inc.
Global Excel is a full-service provider of global healthcare risk management solutions. Global Excel, together with its subsidiaries based in Canada, USA, Mexico, Europe, Africa, and Asia, offers a complete range of risk mitigation, cost containment, claims management and medical assistance services to over 1800 clients located in more than 90 countries around the world. As a group, Global Excel will manage approximately 420,000 inpatient, outpatient and non-medical cases per year and processes in excess of $1.95B USD in healthcare claims annually.
The Global Excel family encompasses over 1500 employees internationally located in Sherbrooke, Canada, in Windsor, Canada, Miami, USA, Mexico City, Mexico, Europe and Africa, as well as Jakarta, Indonesia.
Gestion Global Excel Inc. est un fournisseur de solutions globales complètes dans la gestion des risques associés aux soins de santé. Global Excel et ses filiales, dont les bureaux se situent au Canada, aux États-Unis, au Mexique, en Europe, en Afrique et en Asie, offrent une gamme complète de services d’atténuation des risques, de contrôle des coûts, de gestion des réclamations et de services d’assistance médicale à plus de 366 clients répartis dans plus de 90 pays à travers le monde. En tant que groupe, Global Excel gère près de 360 000 cas médicaux et non médicaux annuellement, et ce, en milieu hospitalier et en consultation externe. Notre entreprise traite plus de 1,9 milliard de dollars US en réclamations associées aux soins de santé par an.
La famille Global Excel emploie plus de 900 employés aux quatre coins du monde situés à Sherbrooke, Canada; à Windsor, Canada; à Miami, États-Unis; à Mexico, Mexique; en Europe; en Afrique ainsi qu'à Jakarta, Indonésie.