The Business Excellence Lead is required to Lead manage process design & improvement for all customer facing processes owned and managed by Customer Operations. Key business drivers being: subscriber experience, cost to serve and revenue. Is responsible for the calendar for change management for Customer Operations. The role is required to deliver a robust design/solution that can help business stakeholders deliver their business objectives. The role requires the lead to lead manage a team focused on delivering excellence in the projects driven by them for the respective portfolios/lines of businesses.
Major purpose of the job:
Own and manage the calendar for new deployments / changes for customer operations processes. Is the single window for customer operations support verticals.
Be part of or drive enterprise level transformation projects with seamless roll out of processes with minimum impact to day to day operations and processes. (Interface with sub-functions (ESD) and across departments and understand business priorities that need new processes / solutions enablement and ensure timely development of processes for roll-out)
Interface with sub-functions and across departments and understand improvement opportunities and thereby develop and implement the process end to end delivering desired outcomes in terms of Cost reduction, Revenue enhancements, Complaint reductions, TAT improvements, AHT improvements and better customer experience.
Is responsible for the ROI for any new deployment and is accountable for process KPI during the beta phase of anything new / any change deployed. Is required to monitor business benefits / business objective delivery post go-live
Manage change and priorities in a manner which delivers desired outcomes to the enterprise in more ways than one
A post graduate in any discipline
Have 12-15 years of experience.
Be a BE and/or MBA (2 years of work experience prior to MBA preferred)
Should be familiar with various methodologies/ tools used in business analysis
Project management skills
Is familiar with Improvement frameworks
Six sigma certifications/ PMP certification
Excellent communication & facilitation skills
Good Analytical skills
Good Listening skills
Ability to document (Good written Comn.)
Previous role related experience
12-16 years of overall work experience with at least 5-6yearsrelevant experience
Should have worked in a service delivery set-up
At least 5-6 years in a large retail service
delivery set-up in an operations role.
Desired attitudes or behaviors (competencies)
The incumbent should enjoy working with and through people. He should be friendly and have the drive to achieve results through a logical and systematic approach.
He / She should be able to actively influence and motivate a variety of people in changing situations.
The incumbent should be positive, participative, confident, friendly, self-starting inquisitive, imaginative, factual, and somewhat conventional and self-disciplined.
Continuous learning ability
Ability to perform under stress
He / She should be active, mobile and flexible.
Knowledge of specific areas
Understands business changes / challenges and
has the ability to identify support
requirements to achieve business objectives.
People based experience
Ability to relate to and work with a diverse set of people across functions / departments / organizations
Ability to negotiate / Influence decisions