Description
Description
We are seeking a highly skilled and dynamic Business Process Reengineering (BPR) Lead to join our team. The ideal candidate will have a strong background in reengineering business processes, as well as managing and optimizing Service Level Agreements (SLAs) and Experience Level Agreements (XLAs). This role requires a strategic thinker with excellent analytical skills and the ability to drive continuous improvement initiatives across various business functions.
Additionally, this role is designed with a modern work environment in mind, offering a flexible hybrid-remote schedule while also incorporating necessary on-site engagement in Washington, DC, to ensure a seamless and responsive alignment with customer needs and organizational objectives. This strategic approach to the position embodies a commitment to both efficiency and quality, ensuring a robust connection to customer feedback and a palpable presence where it matters most.
Responsibilities and Duties:
Business Process Reengineering (BPR):
- Lead and manage comprehensive business process reengineering projects to streamline operations, enhance efficiency, and reduce costs.
- Conduct thorough process assessments, identify areas for improvement, and develop detailed process maps.
- Collaborate with cross-functional teams to redesign and implement optimized processes.
- Develop and maintain documentation for new and existing processes, ensuring they align with organizational goals and compliance requirements.
Service Level Agreement (SLA) Management:
- Develop, negotiate, and manage SLAs with internal and external stakeholders to ensure alignment with business objectives.
- Monitor SLA performance, generate reports, and analyze data to identify trends and areas for improvement.
- Implement corrective actions and continuous improvement initiatives to meet or exceed SLA targets.
- Communicate SLA performance to relevant stakeholders and provide recommendations for enhancements.
Experience Level Agreement (XLA) Management:
- Design and implement XLAs that focus on user experience and satisfaction.
- Establish, monitor, and trend Customer Effort Score (CES) and Net Promoter Score (NPS) to gauge customer satisfaction and loyalty.
- Establish metrics and KPIs to measure the effectiveness of XLAs.
- Monitor XLA performance, collect feedback, and implement corrective actions and continuous improvement initiatives to meet or exceed XLA targets.
- Ensure that XLA practices are integrated into the overall service delivery framework.
Qualifications
- Bachelors degree and nine (9) years or more experience, Masters and seven (7) or PhD and four (4).
- Minimum of 5 years of demonstrated experience in customer experience and process improvement.
- Proven experience in managing SLAs and XLAs.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
- Excellent project management skills with the ability to lead cross-functional teams.
- Exceptional communication and interpersonal skills.
- Proficiency in process mapping and improvement tools (e.g., Six Sigma, Lean).
- Familiarity with ITIL and other service management frameworks.
- Proficiency in driving efficiency improvements through productivity, automation, and self-service enhancements.
- Strong understanding of different business segments and the ability to tailor customer journeys strategically.
- Must be able to obtain Public Trust clearance
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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