Process Excellence

You must Sign In before continuing to the company website to apply.

Smart SummaryPowered by Roshi

As a Process Excellence professional, you will be responsible for designing customer flows, building feedback mechanisms, and ensuring maximum efficiency of internal tools. You will also be involved in measuring contact center performance, evaluating and improving processes, and leading process improvement projects. Strong communication skills, analytical skills, problem-solving skills, critical thinking, and the ability to work with multiple stakeholders are essential for this role.

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
building 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
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

Set alert for similar jobsProcess Excellence role in Bengaluru, India

Company

CRED

Job Posted

2 years ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

Related Jobs

Process Excellence Specialist

Amdocs

Pune, Maharashtra, India

Posted: a year ago

Provide IE expertise to improve accounts operational and financial performance, increase productivity, improve TTM, reduce cost. Lead accounts continuous improvement and efficiency plans, based on LEAN methodology approach, to maximize business potential.

Payout & Settlement Operations

CRED

Bengaluru, Karnataka, India

Posted: 2 years ago

Track and monitor merchants, PGs and bank receivables and payables. Conduct thorough validation checks to ensure accuracy and completeness of data. Work with teams to ensure timely disbursements. Collaborate with cross-functional teams to optimize payout process. Manage relationships with external stakeholders. Proactively identify and resolve transaction discrepancies. Continuously evaluate and improve payout processes. Develop SOP and maintain transaction records for audit and compliance. Manage invoicing process.

Process Associate – Risk and Compliance

IBM

Bengaluru, Karnataka, India

Posted: 9 months ago

Join IBM Consulting as a Process Associate in Risk and Compliance. Be part of a global team providing strategy, technology, and operations services to top companies. Challenge the norm, explore innovative ideas, and deliver impactful solutions for clients' businesses. This role involves managing new account processes, document management, and providing operational support within the department to drive efficiency.

Centre Of Excellence Business Analyst

HP

Bengaluru, Karnataka, India

Posted: a year ago

Join HP in Bengaluru, Karnataka, India as Centre Of Excellence Business Analyst. Define system scope, analyze business processes, and manage requirements. Utilize data analysis, project management, and Agile methodology. Ideal for professionals with 4-7 years of experience in analytics or data science, along with IIBA certification.

Process Developer - OTC

Genpact

Gurgaon, Haryana, India

Posted: a year ago

We are hiring for the role of PD, Order to Cash. The candidate will be responsible for day-to-day operations and maintaining SLA. They should have a deep understanding of cash application and the ability to solve queries and coordinate with customers.

Process Developer, I2C

Genpact

Gurgaon, Haryana, India

Posted: a year ago

We are inviting applications for the role of PD Collections. Collect the delinquent amount from the customer, make collection calls and reconcile orders. Inbound and outbound calling. Provide payment plans based on customer requirements.