Business Improvement Specialist

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great place to Work the last seven years. What does HomeServe do and what makes it so great? Well, we're glad you asked! We put people at the heart of everything we do. That's priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. No matter your role at HomeServe, you're part of a growing team that's working to make home repairs and improvements easy. Position Overview: The Business Improvement Specialist will drive organizational efficiency and enhance the customer experience through rigorous process analysis and systemic improvement initiatives. This role is pivotal in identifying and eliminating operational bottlenecks, thereby streamlining workflows and fostering operational excellence. Reporting to the Manager, Quality Assurance, the specialist will leverage data analytics, automation, and AI tools to deliver actionable insights and recommendations. You will be a strong communicator and display the ability to view our business from multiple facets. You will attend QA, customer experience and business improvement meetings to provide meaningful call and data analysis and make recommendations on where to implement changes and strengthen controls. As a Business Improvement Specialist, you will leverage your excellent presentation skills and critical thinking, to deliver root cause insights and short, mid and long-term recommendations to the business. You should be comfortable working independently as well as collaboratively, and you must be able to manage multiple projects simultaneously while meeting deadlines. In addition, you will be responsible for monitoring the effectiveness of implemented changes, tracking key performance indicators (KPIs), and providing regular reports to management. Key Responsibilities: Process Analysis and Optimization: Conduct in-depth analysis of existing business processes, including call data and workflows, to identify areas for improvement. Root Cause Analysis: Utilize critical thinking and analytical skills to determine root causes of inefficiencies and recommend effective solutions. Strategic Recommendations: Develop and present short, mid, and long-term recommendations to stakeholders, focusing on process optimization and control enhancement. Cross-Functional Collaboration: Partner with various departments (Quality Assurance, Customer Experience, etc.) to implement process improvements and ensure alignment with organizational goals. Data-Driven Decision Making: Employ data analysis and system knowledge to monitor key performance indicators (KPIs) and evaluate the effectiveness of implemented changes. Automation and AI Utilization: Leverage automation and AI tools to streamline processes and enhance efficiency. Reporting and Communication: Prepare and deliver comprehensive reports on process improvement initiatives, including performance metrics and recommendations. Project Management: Manage multiple projects concurrently, ensuring timely completion and adherence to deadlines. Presentation and Communication: Effectively communicate complex data and insights to business stakeholders through clear and concise presentations. Essential Functions: Essential Job Function % of Time on Function Customer/Call Insights and Data Analysis 40% Drive Customer Experience and Business Process Efficiency 25% Operational Collaboration 20% Presentation and Visualization of Customer Journeys 15% Total 100% Job Requirements: College degree and 2 years of experience in customer service environment. Must demonstrate the following traits: Courage - to raise issues and address them Curiosity - constant desire to learn and always question Clarity - the ability to efficiently identify and address the right topics at the right time Exceptional communications skills (both verbal and written) in English. Bilingual skills are a plus. Capability to synthesize complex issues into succinct root causes to enable understanding and action from senior management. Professional, customer focused with a good standard of practical analysis and numerical reasoning. Ability to present detailed data and manage multiple channels. Experienced in Excel to an intermediate level and proficient with applications such as MS Word, Outlook and PowerPoint. Experience with automation and AI tools is advantageous. Strong analytical and problem-solving skills. Feel comfortable working in an autonomous environment where you are expected to be self-managed, whilst innovating new ideas, recommendations, and solutions. Must be able to work Monday-Friday; between the hours of 8:00 AM and 6:00 PM and can remain flexible to business needs. Good interpersonal, influencing and team cohesion skills. An in-depth knowledge of HomeServe business departments, processes and systems is advantageous. Experience in process design and root cause analysis desirable. Qualifications in Six Sigma, Lean 6, or other project and efficiency skills desirable. May be required to complete limited travel to other HomeServe sites. In return, we offer: Competitive compensation Career development and advancement opportunities Casual attire throughout the week Friendly, open and team oriented work atmosphere Excellent benefits including generous medical, vision, dental and life & disability insurance 401(k) plan with a company match Eligibility to enroll in up to two HomeServe coverage plans paid for by the company Minimum Physical Requirements: The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low. HomeServe USA is an equal opportunity employer.