Firmwide Outsourced Solutions and Managed Services Manager
1 month ago
We are a leading provider of professional services to the middle market globally, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience. You'll find an environment that inspires and empowers you to thrive both personally and professionally.
Job Summary:
RSM is seeking a Process Analyst to join our Managed Services Practice. As a Process Analyst, you will be responsible for optimizing and refining client-facing processes to enhance overall service delivery. This role involves analyzing current workflows, identifying inefficiencies, and designing process improvements that align with our managed service provider's strategic goals.
Key Responsibilities:
- Process Mapping and Documentation: Create detailed maps and documentation of current client-facing processes to establish a baseline for improvement.
- Process Improvement Identification: Analyze existing workflows to identify inefficiencies, bottlenecks, and areas for optimization in the outsourced services.
- Solution Design and Implementation: Design and propose process enhancements that improve service delivery and client satisfaction, and oversee their implementation.
- Standard Operating Procedures (SOPs) Development: Develop and maintain SOPs to ensure consistency and quality in service delivery across outsourced functions.
- Performance Metrics and Monitoring: Define key performance indicators (KPIs) and establish mechanisms for monitoring and reporting on process effectiveness.
- Change Management Support: Assist in managing changes to processes, including communicating changes to relevant stakeholders and facilitating training.
- Client Feedback Analysis: Gather and analyze client feedback to understand their experiences and needs, and incorporate this feedback into process improvements.
- Compliance and Risk Management: Ensure that all processes comply with relevant regulations and standards, and identify and mitigate potential risks.
- Cross-functional Collaboration: Work closely with internal teams and clients to ensure alignment and smooth integration of process changes.
- Continuous Improvement: Stay informed on industry best practices and emerging trends to continuously refine processes and drive ongoing enhancements.
Requirements:
- Minimum of 3-5 years of relevant experience
- Experience managing multiple tasks and assignments of low to moderate risk
- Experience working in a professional services firm preferred
- Bachelor's degree in Information Technology, Business Administration, or a related field
- Microsoft Office Experience: Visio, PowerPoint, Word, Excel
- SmartSheet
Preferred Qualifications:
- Qualtrics
- Client Experience (CX) expertise
RSM is an Equal Opportunity Employer:
RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at .
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