Responsibilities :
The Onboarding to Resolution (O2R) Operational Process Analyst is responsible in creating and managing efficient work processes in the essence of a successful business. The Operational Process Analyst role in Lexmark is focused on driving continuous improvement of their processes, including projects to drive efficiency or customer satisfaction. This role is also responsible for documenting procedures, systems, training, and audit controls for processes. This role continuously optimizes the report requirements that support the O2R process.
The O2R Operational Process Analyst will define and develop process key metrics and success criteria and actively monitor and measure the effectiveness and efficiency of the deployed processes, in order to support the O2R operations and other processes that will align. This role will also maintain and govern the headcount model to drive process efficiency projects and initiatives. Process analysis can be assisted by the use of a variety of modeling techniques and tools; including, but not limited to: Six Sigma, Lean, and others – any of which may be leveraged to create a defined and repeatable processes.
The O2R Operational Process Analyst works with the Sub-Process Owner, and coordinates closely with other Lexmark business functional teams and GBS end-to-end teams, and closely works with the operational execution teams.
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:
PROCESS IMPLEMENTATION
Supports the Sub-process Owner in defining performance metrics and business governances, develops and implements strategies and tactics that continuously improve performance in the delivery of customer requirements, business targets and global process alignment. Monitors implemented methodologies, processes, procedures and best practices for adoption and compliance. Acts as the second level escalation for systems, process and data issues. Provides direction to the key user in developing business governances. Drives key projects and manage change into the business for process improvements that add value to the customer. Provides Root cause & corrective action for substantial or ongoing ops issues. Validates and governs time studies and occurrences used in the headcount model to drive process efficiency projects Owns the prioritization and management of continuous improvement projects Works with the Centralized PAs and New Offers team for strategic projects to ensure designs and requirements are in sync with business needs Helps drive functionality changes in system processes and works with IT on prioritization of changes for future system changes Leads UAT/tests for new functionalities that are put in place
REPORTING
Recommends reporting enhancements to better support the business Analyzes data and evaluates process performance for improvement initiatives
PROCESS DOCUMENTATION & AUDIT
Documents, maintains, and governs key processes, documents, process flow maps, and work instructions. Helps drive/assist in functionality changes in system processes and work with Connected Technology for future system changes as needed. Provides guidance and assists with content as needed for inclusion in training package and training deployment Creates cross functional flowchart or workflow diagram in order to map end-to-end processes Performs access validation and Assesses Separation of Duties (SOD) risks and implements controls
OTHER RELATIVE DUTIES ASSIGNED
Provides training to employees, as needed Handles stretch assignments that vary in duration, scope, and reporting relationship, that may result in acquiring new skills and work experience. Others, as assigned
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:
LEADERSHIP
- Ability to influence global and multi-disciplined teams to adhere to the implementation of standard practices
- Ability to delegate tasks to high potential employees in relation to their strengths, potential, and developmental goals
- Can act and make decisions with minimal direction
- Able to multi-task and adapt quickly to changes
- Able to demonstrate confidence and positivity amidst challenges and rapid changes
- Fully committed to the company’s mission and vision
CUSTOMER-FOCUS
- Ability to enhance processes with the customer’s best interests in mind
- Strong comprehension skills
- Strong sense of urgency and commitment to problem resolution
- Ability to work within schedules and deadlines
TECHNICAL SKILLS
- Advanced Microsoft (MS) Excel skills is required
- Proficiency in other MS Office programs (Word, PowerPoint, and Visio) is required; experience with PowerBI is preferred
- Proficiency in the use of Siebel, D365, Power BI, Analytics, and SAP Business Objects reporting tool, and other related industry tools and systems.
- Ability to map processes using the business mapping tools and methodology
- Excellent understanding of Lexmark’s business
- Strong project management skills; certification is a plus
COMMUNICATION SKILLS
- Proficient in the use of various communication methods: email, chat, telephone, or other official communication tools
- Establishes credibility and influence when conveying or presenting information, both written and verbal, to a global group of teams
- Strong ability to teach/train multi-cultural groups
- Strong meeting facilitation skills; commands attention
LANGUAGE SKILLS
- Ability to present and demonstrate complex procedures to diverse groups with various skill sets
- Excellent ability to write business correspondence
- Strong ability to generate, analyze, and present reports
- Ability to effectively present information and respond to questions and escalations from leadership groups, counterparts, and stakeholders
TEAMWORK
- Works well with diverse teams
- Has a positive attitude that can motivate and reinforce global teamwork
- Mature and flexible; able to influence and work with different personalities and cultures
- Collaborative when developing and testing new processes or changes to existing ones
PROBLEM -SOLVING
- Strong analytical skills; ability to understand large data sets and their relevance or impact to the business process and operations
- Has problem-solving and critical-thinking capabilities, where the use of LEAN principles is a must
- Strong prioritization and risk-management skills
- Ability to think “outside-the-box,” when dealing with complex issues
SECURITY COMPLIANCE
Employees are required to maintain compliance with LEXMARK safety, security, and privacy programs. Employees are responsible for being active participants in LEXMARK safety, security and privacy programs to protect LEXMARK’s business operations, facilities, and physical and intellectual property, and to ensure a safe and secure working environment for all LEXMARK’s employees.
EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:
- BA/BS degree in Business Management, Engineering, Computer Science, IT or equivalent. Masters degree in Business Administration a plus.
- Minimum of 3 years working experience preferred
- Experience with transactional operations execution to defined service level agreements and quality
Preferred:
- Formal Training including, but not limited to; Project Management, Lean Process Design, Value Stream Mapping
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