Job Description

Responsible for creating, owning and improving industry-leading processes and best practices for delivering customer excellence Understand process requirements of each financial offering like bill discounting, business loans, credit cards, etc. Prepare detailed process documentation - SOPs, Procedure Manuals etc. Closely work with various verticals and ensure standard/common process for same activities. Creating UAT plan and conducting UAT on behalf of users Define success matrices and ensure data capturing for the same Regular reporting and monitoring of success matrices Identify process gaps and bridge them with relevant stakeholders Create and nurture a culture of innovation and process improvement Contributing to the development of industry-leading processes and best practices for delivering customer excellence Required Skills Innovative thinking Analytical mindset and problem-solving approach Ability to visualize end to end process with nitty-gritty Excellence process documentation skills Strong with data analysis and program management Strong cross-group collaboration and communication skills Must take full ownership and be accountable for the deliverables Must be passionate to create something innovative and set industry benchmarks Experience Level 5 years of experience in Process/ Business Excellence and process automation across BFSI/ Fintech domain Experience in streamlining and automation of inbound and outbound communication channels Educational Background MBA/B.Tech from Tier 1 college Certifications in Six Sigma/ PMP/ ITIL will be an added advantage

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