• PhonePe - Assistant Manager - Process Design - Customer Experience Jobs in Bangalore,India - 23859856

  • PhonePe

Job Description:

Responsibilities

- Lead process-design improvements Identify reengineering opportunities through strategic reviews/process mapping/metrics analysis, benchmarking, VOCs, etc to optimize existing processes

- Lead capability building of the operations/support function teams to improve correct adoption of methodologies and process flows

- Be the Subject Matter Expert who provides analytical support and guides teams on what/how to improve process flows, in tune with customers expectations

- Ideate/create and lead new projects focused on customer experience, automation-leverage and measurable goals/business impact

- Lead efforts to implement process Control and Management - process mapping, designing, documentation, metrics, monitoring systems and process ownership

- Identify projects and implement improvement initiatives using methodologies such as Lean Six Sigma / QC Story tools

- Support the implementation / leverage best practices to ensure process improvements are institutionalized throughout the business

- Maintain project performance measures on a regular basis to report to leadership on project status

- Driving Change and Innovation Effectively influence others (all levels of the organization) to embrace change, help overcome change resistance and seek out effective ideas and implement those to improve Customer Experience

- Structured problem-solving skills and experience Use a systematic, disciplined and fact-based process that gets to the root cause of problems

- Quantitative Data Analysis aptitude The ideal candidate would enjoy working with data and should be able to synthesize quantitative data to draw business conclusions Mature reporting and presentation skills are required in this role

- Act as a central coordinator for all the process and Customer Support related requirements

- Drive the team of ~8-10 people and ensure the team delivers on departmental and organizational goals



Skills Required

- Hands on experience in lean deployment will be a plus

- Advanced analytical skills - Ability to do independent analysis and arrive at conclusions

- Strong facilitation skills - Customer-interaction should be a strong-point

- Excellent interpersonal and communication skills

- Ability to conduct end-to-end process mapping and managing process improvement/process re-engineering

- Ability to manage portfolio of improvement/reengineering projects

- Ability to develop process frameworks

- Ability to train and conduct workshops

Education Qualification

BE / Any Graduation

Post-Graduation MBA/PGDM ( Operations / Project Management Preferably ) / Any Post

Graduation, Graduation + relevant experience

Experience

- 1+ Years of experience as Assistant Manager (Process excellence/business excellence)

- 2+ years of experience in the similar role

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 20th Apr 2020

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