Job Summary

Process Improvement Analyst (HR)

  • Location:
    Syracuse, New York
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Job Title: Process Improvement Analyst
As the Operational Excellence Specialist you will provide analytical support and business guidance across a wide range of projects. Key tasks include:
Sustains the high level of customer service through analysis of current quality issues and develops appropriate improvement.
Where performance shortfalls exist against key process metrics, work with the relevant business functional leads to define the root cause and support those leads to implement effective corrective action plans.
Work with business on achieving key project deliverables
Help to define and manage process metrics, using a customer centric approach
Support the deployment of Performance Excellence in the business, building local capability and engagement
Key Accountabilities:
Responsible for leveraging technology to deliver reporting, data analysis, and key performance indicators that demonstrate to customers the quality of service being delivered.
Support the analysis of systems and processes across business functions in order to identify inefficiencies and opportunities for improving operational and customer service performance.
Provide data analysis to support delivering business results, improving service delivery, maintaining compliance and governmental reporting.
Use root cause analysis and data analytics, leveraging Six-Sigma and Lean techniques, to investigate the cause of performance issues and co-develop countermeasures and action plans with the business.
Assess the value, feasibility and risk of process initiatives, in order to provide a set of priorities. Record the benefits of improvement initiatives in order to share best practices and help demonstrate value.
Assist with the development of compelling business cases to obtain stakeholder buy-in.
Develop and integrate process improvement change plans, ensuring effective communications and successful engagement.
Acquire up-to-date information regarding industry best practices and latest technology to improve internal practices, reduce operational cost and increase operational efficiency.
Facilitate workshops and meetings, using cross-functional teams to undertake analysis, solve problems, drive engagement and develop solutions to process issues.
Knowledge & Experience Requirements:
Preferred four-year professional degree or equivalent: Human Resources experience desired.
Process methodology experience in Six Sigma, Lean Six Sigma or equivalent.
Previous working experience with Customer Service toolsets and technology (e.g. Case Management System, Knowledge Base System) desired.
Leadership, communication, training, workshop and meeting facilitation experience required.
Knowledge of relevant project management methods and experience managing project teams with cross-function projects enabling teams to operate innovatively, effectively and efficiently.
Ability to see multiple relationships between data to identify root causes of a problem and develop permanent solutions to systematic issues
Exceptional ability to partner with key stakeholders to resolve issues and implement process improvements
Ability to travel to other National Grid locations required (20%)
Tools/Technology: MS Visio and Excel (VLOOKUP and Pivot Tables) experience desired.
Ability to work with ambiguous project definitions, to function in unstructured work situations, and drive structure into such situations
Demonstrated ability to influence project stakeholders on all levels as to the business benefits of identified initiatives
Highly analytical and innovative
To learn more about this opportunity apply today or call 315-233-4067.  No third party vendors.  Must be local to the Syracuse area.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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