Head - Process Excellence - Retail Services

Internal Role Title

Reports to SVP - Customer Operations Strategy & Support

Head - Process Excellence

Department: Customer Operations

Function: Operations Strategy & Support

Designation : GM - Process Excellence

Location : Bangalore

Role Purpose :

Strategic Intent :

- The Process Excellence Lead is required to Lead manage process design & improvement for all customer facing processes owned and managed by Customer Operations.

- Key business drivers being: subscriber experience, cost to serve and revenue. Is responsible for the calendar for change management for Customer Operations. The role is required to deliver a robust design/solution that can help business stakeholders deliver their business objectives.

- The role requires the head to lead manage a team focused on delivering excellence in the projects driven by them for the respective portfolios.

Major purpose of the job :

- Own and manage the calendar for new deployments / changes for all customer operations processes. Is the single window for customer operations process design and improvement initiatives?

- Be part of or drive enterprise level new deployment/change management projects to facilitate seamless rollout of processes with minimum impact to day to day operations and processes at customer operations. Requires the head to interface with sub-functions within the department and across departments to understand business priorities facilitate new processes / solutions enablement and ensure timely development of processes for roll-out.

- Interface with sub-functions and across departments and understand improvement opportunities and thereby develop and implement the process end to end delivering desired outcomes in terms of Cost reduction, Revenue enhancements, Complaint reductions, TAT improvements, AHT improvements and better customer experience.

- Is responsible for the ROI for any new deployment and is accountable for process KPI during the beta phase of anything new / any change deployed. Is required to monitor business benefits / business objective delivery post go-live

- Manage change and priorities in a manner which delivers desired outcomes to the enterprise in more ways than one

Essence Of Role- Key Accountabilities :

Impact on the business :

- Cost to service (Productivity & Scalability)

- Subscriber experience

- Time to market

Customers, suppliers and third parties :

- Rest of the verticals in OSSG, Rest of the verticals in Customer Operations and Rest of departments

- Third parties - Vendors who provide specific services/ technical support; Service partners who manage service delivery processes for

Leadership and teamwork :

- Lead the process design & improvement process by closely working with all business stakeholders.

- Work with sub functions and across departments for end to end closure

Innovation and change :

- Identify opportunities to leverage capabilities in the application that can drive cost saving / improve experience

- Explore / Identify opportunities to improve usability (end-user experience)& cost to serve

Knowledge and experience :

- Is familiar with and equipped with know how (methods/models) / tools required for a business analyst/project manager to deliver in his/her role

- Understands business changes / challenges and has the ability to identify support requirements to achieve business objectives.

- Should have an eye for details and be meticulous in his/er approach.

- Domain expertise to manage and deliver new as well as existing projects.

Communication

- Inter-departmental & Cross-functional coordination and communication

- Best practice sharing amongst team members

Key Performance Areas :

Key performance area(s) Tasks/ responsibilities

A New launches (Product / Process) :

- Understand business scenarios and develop SOPs for all roles involved in delivering the processes across all BUs in customer operations

- Track and measure process performance during beta phase and ensure corrections for gaps if any post go live before handover to operations

- Project timelines

- Beta phase MOS/KPI

- 10% complaints or escalation / SA score on process rolled out 40%

BAU Process Improvements :

- Engage with Operations, SA, SE, RA and BI teams to identify AOI and have a calendar of improvements mapped out for all customer operations BU (IB, OB & NVSD) from 3 dimensions : Experience; Cost & Revenue

- Engage with stakeholders and develop processes that robust and scalable

- Engage with rest of OSSG & CO to ensure roll out/deployment

- Track and measure progress during beta phase and ensure corrections for gaps if any post go live before handover to operations

- Project timelines

- Beta phase KPI (Metrics as per Project MOS)

- Internal Audit score : Nil major observations 60% 60%

Personal Specifications Essential Desired :

Qualifications :

- A post graduate in any discipline

- Have 12-15 years of experience.

- Be a BE and/or MBA (2 years of work experience prior to MBA preferred)

Technical skills :

- Should be familiar with various methodologies/ tools used in business analysis

- Project management skills

- Is familiar with Improvement frameworks

- Six sigma certifications/ PMP certification

Professional skills :

- Excellent communication & facilitation skills

- Good Analytical skills

- Good Listening skills

- Ability to document (Good written Comm.)

Previous role related experience :

- 12-16 years of overall work experience with at least 5-6 years relevant experience

- Should have worked in a service delivery set-up

- At least 5-6 years in a large retail service

- Delivery set-up in an operations role.

Desired attitudes or behaviours: (competencies)

- The incumbent should enjoy working with and through people. He should be friendly and have the drive to achieve results through a logical and systematic approach.

- He / She should be able to actively influence and motivate a variety of people in changing situations.

- The incumbent should be positive, participative, confident, friendly, self-starting inquisitive, imaginative, factual, and somewhat conventional and self-disciplined.

- Continuous learning ability

- Ability to perform under stress

- He / She should be active, mobile and flexible.

Knowledge of specific areas

- Understands business changes / challenges and has the ability to identify support requirements to achieve business objectives.

- Ability to relate to and work with a diverse set of people across functions / departments / organizations

- Ability to negotiate / Influence decisions

Competency Map Functional Skills :

- Is familiar with and equipped with know how (Methods) / tools required for business analysis & project management

- Understands business changes / challenges and has the ability to identify support requirements to achieve business objectives.

- Should have an eye for details and be meticulous in his/er approach. Ability to document details a must.

- Results or Goal focused / oriented

- Business acumen - Understands business & priorities

- Planning & execution skills

- Ability to motivate the team and developing / mentor / coach the team

- Critical thinking skills

- Ability to influence & negotiate

- Speed of action and willingness to change

- Ability to resolve conflicting situations

- Proven experience in change and risk management

- Ability to prioritize and execute tasks in a high-pressure environment

- Adept at working both independently and in a team-oriented, collaborative environment