Customer Service Role Process Audit amp Reengineering BPO

Experience Level: 10-12 years
- Requires senior person as the role would need dealing with very senior stakeholders- years of experience and quality of growth both needs to be looked at.
- Candidate should be primarily from service industry
- Candidate from Business Process Management domain in Service Industry.
Roles and Responsibilities:
- Understanding and documenting Existing Customer Operations process
- Objectively assess a company's IT and/or business processes.
- Assess the company's risks and the efficacy of its risk management efforts.
- Ensure that the organization is complying with relevant laws and statutes.
- Evaluate internal control and make recommendations on how to improve.
- Follow-up on previous Audit findings & their closure.
- Redesigning and Documenting Processes and Customer Journeys
- Identifying shortfalls or gaps in processes
- Work closely with Training & Operations Teams for process implementation.
- Implementation of Business processes across the organization
- Leverage Technology & Digital mediums to simplify business processes and implementation.
Requirements:
- Minimum 8 years in a Business Process Management of a Digital Product
- Experience in Auditing the As-IS process
- Experience in Process Re-engineering
- Audit the Product as an Experience custodian
- Strong ability to implement these processes across the Organisation.
- Ability to establish credibility and rapport with all key stakeholders including product, marketing, engineering teams
- He/she should thrive in a fast-paced and ambiguous environment.
- Strong written and verbal communication skills