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08/02 Nupur Jain
AVP - Human Resources at ixigo

Views:362 Applications:91 Rec. Actions:Recruiter Actions:50

ixigo - Manager - Process Design & Quality (3-5 yrs)

Gurgaon/Gurugram Job Code: 890095

ROLE AND RESPONSIBILITIES :

- Reporting into VP - Customer Experience, you would be responsible to lead two important teams for the CX group: Process design and Quality, with the aim to deliver seamless customer experience and realize significant business benefits by simplifying and standardizing our processes.

- The incumbent will lead business process improvement projects, redesign and deploy SOPs. This will involve driving projects that will need a redesign of core business processes for enhancing operational excellence, improving process efficiencies, and reducing friction in the overall customer journey.

- Manage, coach, and develop a high-performing quality team to ensure process adherence among in-house and outsource teams.

- The candidate will liaise with various stakeholders within CX and the product team to create detailed Ops process maps and formalize SOPs. Create and implement a road map for the transition from the AS-IS to the TO-BE process. Drive the envisioned process design, including KPIs and dashboards.

- Drive the integrity of the deployed process. Measure and ensure compliance with Standard Operating Procedures across all the teams. Create a mechanism for real-time monitoring and deploy alerts to highlight areas of non-compliance.

- Collaborate with the cross-functional teams. Generate ideas/ recommend/implement new processes that need to be taken up for the next wave of transformation and automation.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES :

- The successful applicant should be a Postgraduate from a top-tier B-school with a B.Tech/Engineering degree and 2-3 years of relevant experience.

- We are looking for a consultant mindset, with high energy levels, excellent verbal and written communication skills with the ambition to deliver outstanding results.

- Strong project management, business analytics, and process modeling skills including process mapping, documentation, and requirement elicitation.

- Should be highly detail-oriented and excellent in time-management.

- Experience in managing complex projects and driving process improvement initiatives.

- Excellent stakeholder engagement and interpersonal skills, being an ambassador for change.

- Deal well with uncertainty and deliver in such an environment.

Women-friendly workplace:

Maternity and Paternity Benefits

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