HTIC Global - Head - Process Excellence (12-15 yrs)

About the Job:

Experience: 12+ years

The primary function of this role is to design processes, oversee customer service operations, and implement solutions that drive efficiency and enhance customer satisfaction. The individual will be responsible for ensuring that organizational processes run effectively and contribute to achieving business objectives. This includes developing new ways of working, implementing improvements, and ensuring that processes consistently meet customer expectations within specified cost and timelines.

Duties and Responsibilities:

Responsibilities:

- Implementation of Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and other necessary working standards to consistently meet and exceed customer expectations.

- Drive continuous improvement initiatives across the organization.

Duties:

- Develop policies and procedures that align with the organization's overall strategic objectives.

- Collaborate with senior management to define strategies for new initiatives and projects, ensuring alignment with process design.

- Conduct thorough process audits and analyses to identify inefficiencies, bottlenecks, and areas for improvement, recommending changes based on industry best practices and benchmarks.

- Develop and implement comprehensive process improvement plans, including process mapping, process redesign, and process optimization, utilizing methodologies like Lean, Six Sigma, or other relevant frameworks.

- Communicate effectively with staff at all levels about process changes, ensuring that employees are fully informed, trained, and equipped to adapt to new procedures.

- Train, coach, and mentor team members on process improvement tools, techniques, and best practices, fostering a culture of continuous improvement within the organization.

- Manage customer service operations, focusing on enhancing service delivery, improving customer satisfaction, and ensuring customer retention through process improvement initiatives.

- Establish key performance indicators (KPIs) for process performance and customer service, and regularly review employee performance against these metrics to ensure adherence to new processes and identify areas for further development.

- Collaborate effectively with other departments, including operations, IT, and sales, to ensure cross-functional alignment of processes and seamless integration of systems and workflows.

- Create detailed reports and presentations summarizing the results of process improvement initiatives, including quantifiable benefits, cost savings, and impact on customer satisfaction.

Qualifications:

- Master's degree in Business Administration, Operations Management, or a related field.

- Minimum of 12 years of progressive experience in process design, business process management, and customer service management.

- Proven track record of successfully designing, implementing, and optimizing business processes in a complex organizational setting.

- Strong understanding of customer service principles and best practices, with experience in managing customer service teams and improving customer satisfaction metrics.

- Excellent analytical, problem-solving, and decision-making skills, with the ability to identify root causes of inefficiencies and develop effective solutions.

- Proficiency in process mapping and business process modeling tools (e.g., Visio, BPMN).

- Knowledge of quality management methodologies (e.g., Lean, Six Sigma, ISO 9001).

- Strong communication, interpersonal, and presentation skills, with the ability to influence stakeholders at all levels.

- Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

- Experience with CRM systems and other customer service technologies.