The role is required to lead manage process design & improvement for all customer facing processes owned as a part of the portfolio allocated. The role is required to deliver a robust design/solution that can help business stakeholders deliver their business objectives for processes owned. Key business drivers being: subscriber experience, cost to serve and revenue. Is accountable for all these 3 aspects for the portfolio owned. Is responsible for the calendar for change management for portfolio owned.
A post graduate in any discipline
Have 8-12 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
8-12 years of overall work experience with at least 3-4 years relevant experience
Should have worked in a service delivery set-up
At least 3-4 years in a large retail service delivery set-up in an operations role.