Firmwide Outsourced Solutions and Managed Services Manager, Process Analyst

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Job description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

Firmwide Outsourced Solutions and Managed Services Manager, Process Analyst

RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. RSM's Outsourced Solutions and Managed Services team provides a strategic bridge between business development, practice leadership, customers, and internal operations. This newly created team offers the opportunity to work in a startup type environment and help build the offering from the beginning and help shape the future of the Managed Services Practice. We are currently seeking a Process Analyst for our Managed Services Practice.

As a Process Analyst within the client experience workstream, this individual will focus on optimizing and refining client-facing processes to enhance overall service delivery. This resource will analyze current workflows, identify inefficiencies, and design process improvements that align with our managed service provider's strategic goals. The role involves mapping out process changes, developing standard operating procedures, and ensuring that enhancements are effectively implemented and monitored. Your efforts will directly contribute to delivering a superior client experience and operational excellence.

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.

Required Skills and Qualifications:

• 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

Desired Skills:

• Qualtrics
• Client Experience (CX) expertise

Desired Qualifications:

• Time management skills to manage multiple tasks and responsibilities
• Ability to communicate verbally and in writing effectively to all levels of internal stakeholders and clients
• Strong attention to detail
• Ability to self-direct and take initiative
• Strong critical thinking skills
• Strong analytical and problem-solving skills
• Strong organization skills
• Ability to respond and be adaptable to changing priorities
• Ability to escalate with appropriate urgency
• Ability to drive work to completion

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at .

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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