Process Improvement Specialist

**Job Requisition No**
VN8119

**Work Location Name**
France - Toulouse (BVI)

**Worker Basis**
Full Time

**Worker Type**
Employee

**Applications Close Date**
Dec 01, 2024

**Purpose**
- Drive continuous improvement in the **_processes and training _**of the Customer Operations functions, working alongside Global Training and Continuous Improvement Lead. Deliver benefits to our teams by ensuring they are well trained, continuously developed in their day-to-day work and the processes and systems they use make it easier to support customers. Deliver benefits to our customers by making us easier to do business with and delivering value to the top and bottom line.
- **Key Responsibilities**
- Subject Matter Expert (SME) for Customer Operations in all global systems including PMI, IFS 7.5,10, GHX, Ring Central and Salesforce. Ensuring a connection with other improvement leads globally
- Develop and maintain onboarding and training plans, keeping them updated where relevant.
- Onboard new staff and train them through their induction, signing off their readiness to serve customers. Ensure handover with their teams Supervisors at the appropriate time
- Cascade of new processes or changes to ways of working into team Supervisors and check in on understanding in the team
- Drive continuous process improvement efforts, identifying areas of improvement in day to day operations as well as potential larger more impactful projects.
- Support maintenance of the operational policies and procedures of the Customer Operations department. Create and update process flowcharts for reference and training purposes.
- Be the custodian of quality in the team - listen to calls and work with Specialists and Supervisors on areas of improvement. Review error data and identify training and improvement opportunities and execute on those accordingly

**Qualification**
- Fluent professional English and 1 other European core language.. ( _or e.g. Fluent professional French & English)_
- Bachelor's degree in business **or** related field Minimum of 5 years experience in a similar role with clear track record of delivering training and operational improvement initiatives
- Project management skills
- Must have excellent PC/system skills and ability to translate complex systems and processes into understandable processes and procedures.
- Passion for and experience in driving continuous improvement and service excellence
- Experience utilising call listening software and providing feedback to front line teams
- Strong analytical & interpretive skills with an ability to manage multiple task.
- Exceptional attention to detail & accuracy
- Strong implementation & follow-up skills
- Ability to work with and influence a wide range of stakeholders and drive change
- Strong understanding of Customer Service Operations
- Must be able to work independently in a fast-paced environment, assess risk and react quickly in identifying actions required to resolve issues.

**Company**

BVI® is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), and spans more than 90 countries.

We’ve set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.