PhonePe - Assistant Manager - Process Design - Customer Experience

Responsibilities:

- Lead process-design improvements. Identify reengineering opportunities through strategic reviews/process mapping/metrics analysis, benchmarking, VOCs, etc. to optimize existing processes.

- Lead capability building of the operations/support function teams to improve correct adoption of methodologies and process flows.

- Be the Subject Matter Expert who provides analytical support and guides teams on what/how to improve process flows, in tune with customers expectations.

- Ideate/create and lead new projects focused on customer experience, automation-leverage and measurable goals/business impact.

- Lead efforts to implement process Control and Management - process mapping, designing, documentation, metrics, monitoring systems and process ownership.

- Identify projects and implement improvement initiatives using methodologies such as Lean Six Sigma / QC Story tools.

- Support the implementation / leverage best practices to ensure process improvements are institutionalized throughout the business

- Maintain project performance measures on a regular basis to report to leadership on project status

- Driving Change and Innovation: Effectively influence others (all levels of the organization) to embrace change, help overcome change resistance and seek out effective ideas and implement those to improve Customer Experience

- Structured problem-solving skills and experience: Use a systematic, disciplined and fact-based process that gets to the root cause of problems

- Quantitative Data Analysis aptitude: The ideal candidate would enjoy working with data and should be able to synthesize quantitative data to draw business conclusions. Mature reporting and presentation skills are required in this role.

- Act as a central coordinator for all the process and Customer Support related requirements.

- Drive the team of ~8-10 people and ensure the team delivers on departmental and organizational goals.

Skills Required:

- Hands on experience in lean deployment will be a plus

- Advanced analytical skills - Ability to do independent analysis and arrive at conclusions

- Strong facilitation skills - Customer-interaction should be a strong-point

- Excellent interpersonal and communication skills

- Ability to conduct end-to-end process mapping and managing process improvement/process re-engineering

- Ability to manage portfolio of improvement/reengineering projects

- Ability to develop process frameworks

- Ability to train and conduct workshops

Education Qualification :

BE / Any Graduation

Post-Graduation : MBA/PGDM ( Operations / Project Management Preferably ) / Any Post

Graduation, Graduation + relevant experience

Experience:

- 1+ Years of experience as Assistant Manager (Process excellence/business excellence)

- 2+ years of experience in the similar role