Job Description:

Service Excellence Facilitation at Program Level:

- Participate in program level reviews (internal as well as with customers) as a facilitator to SD

- Review and Analyze the process metrics and SLA data on continual basis

- Provide inputs on corrective and preventive action requirements

- Conduct periodic detailed Analysis on the Performance metrics through Baseline study

- Conduct RCA with SD managers for areas where the process failure exists( Eg. CSAT survey, Process Metrics, Audit reports etc.); Conduct the health check for the processes and publish reports

- Facilitate towards the closure of non conformances and observations from internal / external / customer audits

- Do the AHT analysis and assist SD in target fixing

Training:

- Collate and gather SDs expectations for training requirements on SE framework and various tools & techniques around improvement methodology

- Draft and rollout the calendar; Seek nominations for the trainings

- Conduct / Assist in conduct of the training

- Document the training results and feedback

Process Improvements:

- Jointly identify opportunities of improvement through metric reviews, customer satisfaction surveys and operations teams requirements

- Jointly conduct scoping of the Improvement

- Deploy appropriate methodology (Kaizen, Lean, Six Sigma)

- Facilitate the process improvement activities (Data collection, analysis, process understanding etc)

- Frame up the improvement plan

- Validate the controls put in place with the SD team jointly

- Conduct final review, approve and track the process improvement.

Process Documentation & Definition:

- Assist the SD team in review and updation of operating procedures & processes

- Define Metrics and Measurement plan

- Co-own with SD definition, documentation and updation of potential failure mode and effect analysis

- Baseline the target performance of the process

- Validate the implementation of mitigants

- Verify control; Seek final sign Off on all the above documents from the stakeholder

Education & Relevant Experience:

- Graduate / Post Graduate. Should carry experience of 6 - 8 years in process management & process improvements / Service Delivery with at least 3 years in BPO industry.

- Good Communication & Interpersonal Skills; Ability to quickly learn new concepts; Good analytical skills; Well conversant will MS Excel & PowerPoint

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