LendingKart - Senior Manager - Process Excellence

Senior Manager - Process Excellence

Role :

- This role requires to drive the Process Excellence culture using Six Sigma methodology in Customer Service.

- In this role, you need to analyze, solve problems by driving solutions through projects or through process improvements.

- You will typically be creating new solutions, leveraging and, where needed, adapting existing methods and procedures.

- The role requires a clear understanding of the strategic direction & goals set by Customer Service to translate the same in terms of monthly/quarterly deliverables.

- You will need to monitor Unit performance, including throughput and quality as per defined metrics. Has to play a key role working with operations and support functions to understand business needs and apply relevant techniques to deliver quantifiable improvements.

- This position requires the person providing leadership in executing Improvement projects using Six Sigma, Lean and / or other quality tools.

- The challenge in this role is that areas of focus will vary depending on the business priorities and may vary from quarter to quarter and year to year.

- Thus, the ability to work in a complex/ambiguous environment is a must as is the ability to derive concrete objectives in this context. Need to recommend new solutions via automations to improve customer experience.

Responsibilities :

- Develop and drive projects in Customer Service to deliver improved Customer Experience measured through Net Promoter Score/CSAT etc.

- Conceptualize NPS and measure customer satisfaction at customer various touch points.

- Identifying, prioritizing and implementing initiatives to improve productivity, quality, customer service.

- Documenting processes and creation of standard operating procedures for internal and external audits.

- Governance and compliance of all Customer Service processes as per SOP.

- Providing visibility to the milestones and performance across all projects.

- Work with stakeholders across the organization to optimize and improve processes for better customer experience.

- Develop and maintain operational excellence project plans, identify resource needs, and manage project schedules; collaborate effectively across teams to agree timelines and deliverables.

- Track the performance of customer service across all lines of business

- Continuously challenge the status quo and persistently dig for improvement opportunities.

- Establish a passion for operational excellence within operations.

- Manage large highly complex programs that will accelerate operational, productivity and customer experience improvement across the organization.

- Serve as facilitator and champion for operational excellence across the company.

- Coach, mentor and support colleagues in achievement of initiatives and targets.

- Be a critical player in the people ops team and will work through peers by driving clear actionable strategies and be the key person that holds the program together.

- Must execute with urgency, including setting aggressive goals and owning the results, demonstrating sound judgment, and acting with speed, and taking risks.

Qualifications & Experience :

- Project Management skills, Six Sigma Green Belt/ Black Belt with experience in operations management, quality assurance and process excellence.

- Experience in building processes, prior experience in designing workflows, MS Office will be preferred.

- Ability to quickly understand, connect the dots and translate business priorities to stitch into Customer Service actionables.

- The ability to assess, connect the dots and present new processes or redefine existing processes.

- Strong analytical, problem solving, initiative, influencing, teamwork skills.

- Demonstrated ability to work and deliver results in a dynamic highly matrixed and team-oriented environment; able to build networks, develop alliances and work through people.

- Strong execution capability.