Head of Process

As a seasoned professional with over 12 years of experience, you will be based in the Cochin Infopark office, working from Monday to Friday with alternate Saturdays. Your primary responsibility will be to design processes, oversee customer service, and implement solutions to ensure efficient operations within the organization. It will be crucial for you to develop new strategies, implement improvements, and ensure that processes meet customer expectations within specified cost and timelines. - Implement SOPs, SLAs, and other necessary standards to meet customer expectations. - Develop policies aligned with organizational strategies. - Work with management to strategize new initiatives or projects. - Conduct process audits and analysis to identify inefficiencies, recommending changes based on industry best practices. - Develop and implement process improvement plans, including process mapping, redesign, and optimization. - Communicate process changes to staff to ensure full understanding of new procedures. - Train and coach team members on process improvement tools and techniques. - Manage customer service and enhance customer retention through process enhancements. - Review employee performance to ensure adherence to new processes. - Collaborate with other departments for cross-functional alignment. Qualification Required: - 12+ years of relevant experience in process design and customer service. - Strong understanding of SOPs, SLAs, and process improvement methodologies. - Excellent communication and interpersonal skills to effectively interact with staff and other departments. - Proven track record in developing and implementing successful process improvement initiatives. - Ability to analyze data, identify trends, and make data-driven decisions. - Prior experience in managing customer service and ensuring high levels of customer satisfaction. - Certification or training in process improvement tools and techniques would be advantageous.,