Director at Pplanet HR Services
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AVP - Process Quality - Securities/Broking House (10-18 yrs)
- Digitalization & redesigning of various process leading to increase in efficiency.
- Re-engineer back office process which can lead to cost saving and improvement in agent productivity
- Drive multiple projects in customer service domain which can lead to cost saving & further contribute to top line and improvement in service levels.
- Improve Customer & Partner satisfaction scores through effective action planning and execution in collaboration with various departments
- Root Cause Analysis and action planning for problem areas.
- Deploy multiple initiatives to drive customer centricity across organization
- Execute management projects from time to time.
- Design processes and Quality Management System for various departments
- Identify and execute process improvement projects, drive financial results
- Facilitate training & certification of employees in quality tools; BPM & Six Sigma
- Conduct and coordinate internal & external Process audits
- Promoting cross-functional & cross-business transfer of best practices
- Drive implementation of systems & procedures; executing written procedures for process control designed to assure that the products adhere to quality parameters
- Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team member