AVP Delivery Excellence

2COMS Consulting Pvt. Ltd.
  • Bangalore
  • 15-20 lakh
  • 12-20 years
  • Views
  • 12 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

YEARS OF EXPERIENCE : 12+ years experience
QUALIFICATIONS : Graduate & Certified Lean Six Sigma MBB or BB
Delivery Excellence (DE) team is responsible for driving sustainable continuous improvement effort for CRM accounts globally.
Primary focus is on ensuring high customer, investor & employee satisfaction.
DE uses a LEAN based methodology that works to eliminate everything that does not add value to company & its clients.
The Engagement Manager will manage the day to day activities defined for business benefits including but not limited to implementation.
communications with company account leadership, DPEs and implementation manager(s).
A DE Engagement Manager is responsible for:
Driving improvement initiatives that positively impact Client satisfaction & business profitability
Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability
Solving business problems through innovative & sustainable solutions
Identifying process gaps & automation opportunities
Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

Interfacing with company leadership/clients and identifying opportunities for value
Driving effective Change Management for a stable & consistent delivery Zero surprise operations
Project Management
Effective communication with account leadership
Ability to identify improvement opportunities
Process mapping
Problem solving
5+ years of experience with CRM voice or non-voice business (chat & email)
Exposure to drive complex improvement projects across multiple accounts/domains
Preferred - Experience within customer care domain
Applicant should be open to travel short & medium (2 - 3 months) term assignments
Flexibility to work in shifts

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2COMS Consulting Pvt. Ltd.