jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
20/09 Kiran Mane
HR at Sampoorna Consultants Pvt. Ltd

Views:165 Applications:44 Rec. Actions:Recruiter Actions:30

Head - Process Audit & Process Design (8-15 yrs)

Mumbai Job Code: 1157905

Responsibilities:

- Audit all process types, across all stages of a customer's journey i.e. Onboarding |Raising a ticket | Service journey | Closure

- Include all the customer touch points i.e. Call center | backend teams | customer communication in the audit scope

- Responsible for preparing a plan of action to improve customer experience based on audit findings | customer complaints | RCA

- Use CAPA from different sources to bring changes in the processes to improve customer experience

- Should be able to clearly articulate process gaps & be customer`s voice whilst sharing a resolution

- Have hands on exposure in preparing SOPs for new processes, maintaining & reviewing existing SOPs and ensure there's no deviation from the process

- Should be able to drive improvements by collaborating with internal teams like Sales, Service, Ops, Training etc

Desired candidate profile:

- Overall experience of 8-10 years with 3 years in leadership role

- Excellent command in Ms excel, word, powerpoint

- Exposure to tools like Lucid charts | Tableau will be an added advantage

- Experience of collaborating with Product & Tech team on requirements based on customers voice is good to have

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.