Service Delivery Officer - Operation Excellence - Consulting Firm

Engineer with MBA from Tier 1 /2 B Schools

- Working experience with stints in Service / Operations of a service industry with last 2-3 years in a head role

- Hands on experience in design and execution of service operation deliverables

- Experience in managing command center / control tower operations in a high transaction / throughput environment ( e.g. e-commerce, small package logistics, service aggregation business)

- Analytical abilities and problem-solving skills.

- Digital Native, must have hands on experience of driving service operations using digital tools and platforms ( CRM, Service desk solutions, RPA, chatbot, AI/ML, NLP based automations)

- Proven track record of building and running a world class service operations with very high NPS

- An entrepreneurial mindset with outstanding organizational and leadership skills

- Very high Stakeholder Management Skills / Interpersonal Skills

- High energy and bias for action is necessary. The candidate should demonstrate the ability manage a large scale transaction intensive service delivery organization

- Exposure to lean Six Sigma ( Certified Lean / Six Sigma Professional will be added plus)