Description:
Process Analysis & Optimization:
- Spearheading Process Excellence / Customer Experience by developing and deploying Service Excellence framework; focusing on creating best in class user experience/ or customer delight
- Conduct thorough analysis of current business processes to identify inefficiencies and areas for improvement.
- Develop and implement process optimization strategies to enhance productivity, quality, and efficiency
- Define, track, and report key performance indicators (KPIs) to measure the effectiveness of process improvements.
- Create and present reports and dashboards that provide actionable insights to management and stakeholders.
- Evaluate AS IS and TO-BE transitioned processes including flow chart, value stream maps, performance metrics, Systems and tools, Customer Journey, Agent Journey to determine Gaps, Opportunities and optimize process performance & Leads handover process and documentation to Operation
- Create detailed process maps using tools such as Visio, Lucid chart, or similar software
Digital Transformation Experience:
- Be independent and sole owner of digital transformation Improvement at process and system level and act as change agent for each assigned improvement / Transformation
- Own digital experience enhancement opportunities of new programs, strategic partnerships, existing journeys at all Moments of Truth for large scale transformation projects.
- Work collaboratively with the leadership team, Portfolio Owner, Business Verticals & their Leadership team to understand goals and objectives related to the user experience needs, create Continuous improvement (CI) agenda and deliver on it by designing and executing programs to bring Transformational Opportunities, Elevate Customer experience and deliver Business Values using established tools and framework.
- Partner with Operations, Product, Tech, and Service teams to co-create solutions and ensure implementation of insight-driven improvements.
- Exposure on IVR tree, Chat bot, Conversational AI, Agentic AI model, communication medium setup.
- Awareness of Integration Architecture (API, Webhooks, Message Queue, ECR), strategizing AI/ML RPA engines, BRE creation, system enhancement, CI/CD pipeline, Schema Diagram, Data Rep, UI conditioning
- Familiar with LSS / Agile / PMP tools and
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