Customer Service Role - Process Audit & Re-engineering - BPO

Experience Level: 10-12 years

- Requires senior person as the role would need dealing with very senior stakeholders- years of experience and quality of growth both needs to be looked at.

- Candidate should be primarily from service industry

- Candidate from Business Process Management domain in Service Industry.

Roles and Responsibilities:

- Understanding and documenting Existing Customer Operations process

- Objectively assess a company's IT and/or business processes.

- Assess the company's risks and the efficacy of its risk management efforts.

- Ensure that the organization is complying with relevant laws and statutes.

- Evaluate internal control and make recommendations on how to improve.

- Follow-up on previous Audit findings & their closure.

- Redesigning and Documenting Processes and Customer Journeys

- Identifying shortfalls or gaps in processes

- Work closely with Training & Operations Teams for process implementation.

- Implementation of Business processes across the organization

- Leverage Technology & Digital mediums to simplify business processes and implementation.

Requirements:

- Minimum 8 years in a Business Process Management of a Digital Product

- Experience in Auditing the As-IS process

- Experience in Process Re-engineering

- Audit the Product as an Experience custodian

- Strong ability to implement these processes across the Organisation.

- Ability to establish credibility and rapport with all key stakeholders including product, marketing, engineering teams

- He/she should thrive in a fast-paced and ambiguous environment.

- Strong written and verbal communication skills