Business Process Lead, Customer Experience

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