Get to know our Team:
- The Customer Experience (CE) team provides support to in-country business units for various verticals. The focus of this role is on driving quality and business process improvements so as to achieve higher customer satisfaction throughout the customer journey.
Get to know the Role:
- Identify customer needs and key drivers to reach customer satisfaction goals
- Support multiple business process improvement projects with various virtual teams
- Participate in shaping, deployment and implementing enterprise-wide Lean Sigma continuous improvement programs
- Facilitate quality and change management processes
- Perform business process mapping & analysis
The day-to-day activities:
- Conduct lean action workout sessions with process stakeholders, facilitate brainstorming sessions to identify gaps and chart out improvement action plans
- Collect data on various metrics to create performance baselines and implement it across the organization, monitor the usage of performance baselines and identify action plans to improve baselines
- Process data analysis using six sigma methodologies
- Map functional solutions to technical solutions
- Create to-be process maps and functional design.
- Identify the best process to be mapped with the system to improve productivity of the team.
- Execute large scale projects to improve project delivery throughput by improving process capability and reducing cycle time
- Work directly with internal process owners, Team Leads and project teams to drive process improvement projects within their areas of responsibilities.
Qualifications & Experience:
- Bachelor’s Degree in Business Administration or relevant field
- At least 2-4 years of experience in Project Management
- Preferably certified in 6 Sigma
- Strong exposure to strategic problem solving and root cause analysis methodologies preferably in a customer service organization or business operations
- Skilled in process flow documentation. Experience in ISO certification will be an advantage
- Excellent communication and interpersonal skills
- Strong organizational skills and attention to detail
