Senior Specialist - Service Optimization, CBS

Job Description

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Senior Specialist - Service Optimization, CBS

Location: Toronto, ON, CA, M5C 3G7

Job Type: Permanent

Work Model: Hybrid

Reference code: 131151

Primary Location: Toronto, ON

All Available Locations: Toronto, ON

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian‑owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.


• Enjoy flexible, proactive, and practical benefits that foster a culture of well‑being and connectedness.


• Learn from deep subject matter experts through mentoring and on‑the‑job coaching.

What will your typical day look like?

• Facilitate meetings with SMEs to gather insights into current service request channels.


• Analyze collected data to delineate service specifics, customers’ experience and requests’ processing details.


• Conduct comprehensive service assessments and diagnostics to identify opportunities for improvement in structural channels, self‑service and change behavior tactics.


• Utilize Lean/Six Sigma tools and methodologies to analyze, design and implement process improvements.


• Align recommendations with MySupport, change management and self‑serve execution leaders to define implementation priorities and feasibility.


• Design right channeling reports and track process improvement metrics and project outcomes.


• Support channel strategy leaders with recommendations sign‑off and successful implementation of recommended solutions.


• Contribute to other business transformations, process improvement projects and Kaizen events as assigned.

About the team

The Senior Specialist will be crucial in advancing our Channel Strategy Optimization initiative. This role requires expertise in process improvement methodologies such as Lean and Six Sigma, advanced customer experience knowledge, and the ability to conduct comprehensive process diagnostics. Additionally, the role will support other strategic projects as needed.

Enough about us, let’s talk about you

You have an analytical and process mindset. You worked on process improvement projects and have experience in process mapping, process data and root cause analysis, solutions deployment and controlling achieved results. You enjoy collaborating with different stakeholders and process owners.

Qualifications

• At least 2 years of experience in process engineering/project management.


• Bachelor’s degree (or equivalent).


• Lean Six Sigma certification (Yellow Belt/Green Belt).


• Strong working knowledge of Microsoft applications (including Visio).


• Advanced proficiency with MS Excel.


• Proven analytical capabilities.


• Experience in generating process documentation and reports.


• Excellent communication skills, with an ability to translate data into actionable insights.

Total Rewards

The salary range for this position is $69,000 - $114,000 and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Powerful initiatives include $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm‑wide closures known as 'Deloitte Days', dedicated days for learning (known as 'Development and Innovation Days'), flexible work arrangements, and a hybrid work structure.

Our promise to our people

Deloitte is where potential comes to life. Be yourself, and more.

Diversity and Inclusion

We encourage applications from all qualified candidates who represent the full diversity of communities across Canada, including people with disabilities, Indigenous communities, and the Black community, supporting living our values, creating a culture of Diversity Equity and Inclusion, and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

Accessibility

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process.

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Lean Six Sigma, Six Sigma, Developer, Business Process, Project Manager, Management, Technology