Assistant Manager - Bengaluru | Zoek India
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Assistant Manager - Business Transformation
Permanent (Full time)
Role Summary As a Business Transformation Manager, you will be part of the global delivery and services organization and be responsible to drive standardization and process excellence. You will be responsible for developing, updating and maintaining processes for implementing Uniphore products in Cloud/Customer environment and custom integrations of products. You will closely work with the executive leadership, Project Management office (PMO) and mid-level managers to work towards identification of bottlenecks and opportunities for improvement across all the divisions of delivery and services standardization of delivery process across teams and geographies. Ensure high process adherence across project teamsKey KPIs that you will need to optimize for – QualityProcess adherenceDelivery timeResponsibilitiesBe the custodian for enterprise wide process framework for service delivery and support processesUnderstand and document Uniphore service processes and requirements. Create Standard operating procedure documentsStandardize existing templates and work products so that is can be resourced and leveraged by other teams within UniphoreCreate Checklists, Templates and Guidelines for delivery project various resources to gather required information (Work with leadership and mid-managers to identify bottlenecks and areas of improvement). Liaison with various teams with Uniphore for resolution of metrics framework and implement performance Dashboard (Client KPIs + Organization specific KPIs based on Project Type)Execute audits for process adherence and report the findings to upper managementSupport and represent process team in process reviews sessions and work with PMO to implement identified opportunities for process improvement and conduct sessions for discussion and acceptanceImpart trainings to delivery team resources which includes assessing training needs, acquiring content, creating training materials, conducting process training sessions guidance and advice to project teams regarding the delivery processDesired Experience/Target Industries/DomainWork experience in the contact center domain in process excellence/business excellence/business transformation functions/departments5+ years of relevant quality and process related experience in large IT service / consulting organization /growth stage startupMandatory SkillsMinimum 4-5 years of experience in creating/facilitating process documentation (creation, adherence, maintenance), and auditing processes in service organization Hands-on experience on Microsoft Office suite (Intermediate to the expert level)Hand-on experience and expertise in BI tools such as Tableau driven dashboard/analytics designExcellent communication skills (written and oral)Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers/contact center key metricsAdaptability – willingness to work in a fast-paced environment and continuously upskilling and learning new technologiesFunctional and Leadership CompetenciesAbility to quickly learn and apply new tools and applications Effective verbal, written, and interpersonal communication skillsProactive and results-oriented, with strong prioritization skillsDetail oriented and diligentAbility to handle multiple tasks and work toward long-term goalsGood to have skillsExperience in Business Excellence/Transformation/Quality functions in the areas of process creation, adherence, audits, etc. from service organizationExpert in dashboard design in tableauWorking knowledge of data base management systems such as MySQL/PostgreSQL/MongoDB