Manager/Deputy Manager - Process Quality Excellence - Internet/Online

We are hiring for Manager/Deputy Manager Process Quality Excellence with a Top Brand

Location: Noida

Job Description :

- To have a central hub for Process Design & Re-Engineering which will ensure uniform processes are designed, rolled out and followed across all customer points. To continuously facilitate process improvement in all areas with a focus on strategy execution, competitive improvement and innovation such that it ensures a standardized output experience across all customer facing processes.

- This would include managing all aspects of process design and improvement, keeping in line with the organizational goals, policies, guidelines and service-values, the design and improvements made should lead to continuous enhancement in service experience, cost optimization, arresting fraud and revenue leakage

Major purpose of the job:

- Ensure Project Management, Process Design ,Process Re-engineering ,Process Review and Maintenance processes are in line with the Service Philosophy of and leads to enhancement in service experience and cost optimization

- Interact with a wide variety of groups (Circles, ISPs, BO, IT, Training and Other Business units) at detail level for solutions that can help address business requirements/challenges such as increase productivity, optimize costs, revenue enhancement and improve satisfaction.

- Ensure that well-defined requirements are derived from the product and customer requirements. This includes ensuring that the deliverables of the project are clearly understood. Ensure that there is a well-defined architecture

- Document BRD, raise CRs in projects requiring changes to be made on the CRM and consequently drive the discussions with the IT teams for implementation.

- Provide guidance to the process writing and UAT resources to ensure quality of Process and SOPs delivered is of the highest standard and becomes the benchmark to the Field &Training teams to effectively deliver the content to the Business units impacted.

- Proactively Identify and take up improvement activities impacting Field Services to reduce customer pain areas, increase productivity, optimize costs by plugging revenue leaks, fraud, and improve satisfaction.

- Strategies to improve agility of activities undertaken by the team to give better results in short time

- Execute any other projects, tasks or activities required to improve performance of the processes

- Understand product lifecycle and ensure project documentation is complete and accurate. Control and coordinate change to the project at the level of requirements, timescales and resources

- Drive the planning process by leading cross-functional teams through the planning stages and assembling a high-level project plan. This plan must meet the needs of the customer interface as regards the functionality and timescales for delivery.

- Drive the individual project teams via weekly reports and reviews and, where needed, more detailed interaction. Ensure that systems design engineering deliveries to product /process verification take place as agreed. Ensure that the developed solution is properly deployed in a production environment.

- Report to the management on the progress of the project. Bring actual or potential slips to the attention of the management in a timely manner. Present project status and direction to the customer as needed

- Identify and manage dependencies on other projects

- Act as a central point within the project for the escalation and resolution of issues that affect the project activities

- Analyze and manage the risks to the project, including mitigation and contingency plans

- Closely monitor the project pre and post implementation to ascertain the outcome the project brings to the table.

- Manage change during the project lifecycle from time to time and show assertiveness and ability to question status quo before accepting the change keeping in mind business and organization needs and expectations

Vrinda