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Descrição do cargo:
The Global Process Specialist assists with the review, evaluation, recommendation, and implementation of improvements to processes that support internal and external customers. He/She monitors the health of assigned processes, programs, policies, systems and tools to identify areas of process improvement. This position assists with the research, evaluation, development and implementation of solutions to eliminate identified issues. The Global Process Specialist collaborates with UPS systems groups and other internal customers in the deployment of new processes and streamlining current processes.
Responsibilities
- Supports project implementation of moderate to high complexity and independently works on projects of low to moderate complexity.
- Assists as a liaison between agile teams and cross-functional stakeholders.
- Contributes to the identification of solutions and development of business requirements that meet the needs of the business and best serves our customers.
- Assist with Stakeholder Management: Assist in managing stakeholder expectations and ensuring clear communication channels are established and maintained.
- Supports processes and systems changes when needed to ensure compliance
- Assesses requested information to ensure alignment with business needs, objectives, and practices.
- Reviews processes to determine cost efficiencies.
- Receives requests from UPS internal and external customers via email, phone, and websites to be resolved in a timely manner.
- Determines scope of requests and reviews issues with appropriate personnel as needed to assign specific actions required to resolve.
- Participates in conference calls with internal customers to investigate and determine resolutions of issues.
- Tracks and analyzes data to determine root causes of process or program issues.
- Gathers user requirements for enhancements to improve functionality of applications.
- Assists with evaluating processes and systems to ensure compliance.
- Documents new processes and creates workflows to meet operation process and training standards.
- Assists in the design and implementation of communication plans to ensure those affected by projects are informed and updated.
Preferred Competencies
- Designs/Develops Integrated Solutions to Business Problems: Demonstrates an understanding of a business problem; recommends a solution to solve the business problem.
- Solicits and Gathers Information: Uses in-depth techniques to uncover new information or details that are not readily available; selects techniques and strategies that are appropriate for the audience; chooses techniques that result in more accurate and thorough information; implements strategies that minimize biases and preconceived ideas.
- Solves Customer Problems: Recognizes when customers are having issues; identifies resolution to basic customer issues and recommends solutions.
- Problem-Solving: Proactive problem-solver with a strong ability to identify issues and facilitate solutions.
- Strong organizational and time management skills: Exceptional organizational skills, attention to detail, managing multiple projects and deadlines effectively.
- Communication Skills: Excellent verbal and written communication skills with the ability to effectively communicate with technical and non-technical stakeholders.
Qualification
- Highly experienced in requirement documentation and analysis – Strongly Preferred
- At least 3 years of UPS work experience in UPS Small Package Billing Processes – Preferred
- Experience in process documentation, process mapping skills - Preferred
- Qualification in process and/or project planning (Lean Six Sigma degree or project management skill) - Preferred
- Bachelor's degree or international equivalent - Required
Advanced Knowledge of MS Office Suite (including Access) – Strongly Preferred
Additional Information
This job is for grade 10E
Located at the Medellin, Colombia site
Work modality: Hybrid
Fluent in both written and spoken English at a B2 level.
Schedule: Monday to Friday, 8:00 a.m. – 5:30 p.m. EST
Tipo de colaborador:
Permanente
A UPS tem o compromisso de oferecer um local de trabalho no qual não aja discriminação, assédio e retaliação.
