Senior Process Executive – Customer Service Representative

Job details

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Job description

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1. Transition Coordination: Process definition & documentation: Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview to enable the Manager in finalizing the to-be process 2. Operations: Manpower Training: Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioral. 3. Operations: Resource Planning (People, Infrastructure etc.): Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and technology rollout) and ongoing monitoring for his specific process to ensure budget & pricing assumptions compliance. 4. Talent Management (People Management): Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team 5. Knowledge Management: Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. in order to capture and maintain tacit knowledge Strong communication skills Strong relationship management skills. An eye for detail Excellent analytical skills Customer Orientation Collaboration and Team Working Stakeholder management and in cross cultural context Strong communication skills Strong relationship management skills. An eye for detail Excellent analytical skills Customer Orientation Collaboration and Team Working Stakeholder management and in cross cultural context,