Head - Process Audit & Process Design

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