OLX - Lead - Process Improvement & Operations

Location : Gurgaon

Exp : 7 years - 12 years

Institutes : MBA from reputed B-Schools only

Target companies : E-Commerce/Big4

Title : Lead - Process Improvement and Operations

Responsibilities :

- Lead a team of 70-100 direct and indirect reportees and own their performance

- Define and implement processes across customer touch points - outbound and inbound calling, chat, email and social media.

- Develop and implement fact-based strategic and tactical insights to bring in performance improvements

- Provide thought leadership internally

- Be the key stakeholder in improving business operations and optimize top of the lead funnel

- Liaison with city, product, process, BI and vendor teams for executing process improvement elements that require support from respective teams

Work Experience:

a. 5+ years of post-MBA experience

b. Hands-on experience in defining and implementing processes

c. Must have led a team

- Proven track record of exceptional performance, high productivity and meeting deadlines

- Exceptional communicator and presenter

- Excellent networking and interpersonal skills; high degree of emotional intelligence

What will you need to be successful in this role?

- Excels in devising and implementing strategies to ensure over achieving of numbers across service lines, geographies, and verticals.

- Ability to be autonomously productive in an unstructured environment with little oversight from senior management

- Analytical Thinking - ability to perform detailed, quantitative and qualitative analysis. Synthesize and present insights and recommendations from data.

- Ability to influence partners and internal stakeholders at varying levels (from business heads to tele-calling executives) to support business goals

- Structured approach to problem solving and ability to perform root cause analysis of problems

- Challenges the status quo with rational logical arguments

- Creative and innovative thinker, with strong self-discipline and time management skills

- Honey badger attitude with a proven track-record of getting things done

- Clear and concise communication

- Some degree of proficiency in building and thinking through process maps