Specialist - Process Excellence - FinTech

Process Excellence Specialist - Fintech Unicorn

Hiring for one of the top Fintech unicorns

Position - Process Excellence Specialist

Location - Bangalore

What will you do ?

- Design customer flows over chatbot to deliver the right experience for consumers

- Build feedback mechanism to continuously enhance bot algorithms based on the analysis

- Bring out maximum efficiency of internal tools (ticketing/CRM) to provide required information and action access to all stakeholders

- Design/derive metrics to monitor contact center performances such as login hours, AHT, aux time, wait time, etc.

- Continuously evaluate and re-engineer processes to provide best in class resolution and increase in FTR

- Focus on developing and implementing a strong foundation of processes, systems, measurements, and controls that can help deliver high performance consistently

- Lead process improvement projects that are medium and large in complexity, impact and scale that deliver results against defined KPIs and departmental goals

- Participate in the creation and execution of process improvement mechanisms across the customer experience platforms, including CRM, chatbot, etc.

- Build efficient workflows for ticketing to ensure end to end lifecycle view of tickets through data

- Build an operating plan for CS in terms of planning and strategy

- Work with product to solve "fundamental issues" leading to contacts and have a clear roadmap

- Set up proactive monitoring process : work with various operating and product functions to receive alerts for leakages within the customer journey and communicate effectively to minimize reason for contact

- Setting up a strong VOC mechanism and seek inputs received through various channels: Email, Chat, SAT survey, NPS, social media channels

You should apply if you:

- Possess prior experience of 4 to 5 years in the process excellence role with hands on work done on reduction in contacts, improving experience & efficiency of CS

- Must have 'zero' to 'one' experience of process scaling

- Have good communication skills

- Have good analytical and problem-solving skills

- Can regularly demonstrate strong critical thinking and are good at real time decision-making

- Are comfortable working with multiple stakeholders and teams to drive the desired level of performance