Talent Acquisition at Verified Recruiter
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OLX - Lead - Process Improvement & Operations (7-12 yrs)
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
- 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
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