Business Process Manager
10 hours ago
**(Service Excellence)**
**~ SSBB or PMP | Tech Industry Customer Experience**:
**Get to know the Role**:
- Lead multiple process improvement projects with direct contact with senior executives in the organization.
- Participate in the shaping, deployment and implementation of an enterprise-wide Lean Sigma Continuous Improvement program. Bachelor or Master Degree in Business Administration or relevant
- Facilitate quality and change management processes
- Identify customer needs and key drivers to reach customer satisfaction goals with financial benefit.
- Perform business process mapping & analysis
- Serve as the principal adviser for organization for all departments within this growing organization.
- Partner with the leadership team to select improvement areas and build a robust improvement strategy, integrate recommendations with other programs and initiatives.
**The day-to-day activities**:
- Conducting lean action workout sessions with process stakeholders, facilitate brainstorming sessions to identify gaps and chart out improvement action plan.
- Conduct process bench-marking exercise
- Collect data on various metrics to create performance baselines and implement it across organization, monitor the usage of performance baselines and identify action plans to improve baselines.
- Mapping functional solution to technical solution
- Create to-be process maps and functional design.
- Identify the best process to be mapped with the system to improve productivity of the team.
- Process data analysis using six sigma methodologies
- Execute large scale projects to improve project delivery throughput by improving process capability and reducing cycle time.
- Work directly with internal process owners and Team Leads and project teams to drive process improvement projects within their areas of responsibility.
- Develop guidelines for process improvement initiatives
- Identify the parameters to track process improvements and create monitoring criteria. The parameters can include input and output criteria, training, testing, methodologies, reviews, etc.
**The must haves**:
- At least 3 years of experience in Project Management working with multiple business units’ stakeholders.
- Strong Project Management (PMP) experience OR a 6 Sigma Black Belt Certified
- Strong exposure to strategic problem solving and root cause analysis methodologies preferably in a customer service organization, business operations.
- Must have a strong passion in driving continuous improvement.
- Strongly Skilled in process flow documentation and literature. ISO certification will be an advantage.
- Excellent communication and interpersonal skills
- Strong organizational skills and attention to detail
- Individual Contributor Role.
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