Process Excellence Senior Specialist - Process Excellence

Google Operations Center

54d•Onsite

About The Position

The Process Excellence Senior Specialist will be responsible to lead an improvement agenda for the vertical and work closely with Stakeholders, including Clients. S/he is responsible to ensure smooth delivery of functional and vertical goals in alignment with the global level and charter agenda that covers: Optimization, Productivity Improvement, Customer centricity, Customer experience elevation and business impact through Lean Six Sigma and other relevant methodologies.

Requirements

Bachelor’s degree
6+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence
Min 2 years of Continuous improvement experience in Marketing
Lean Six Sigma certified and ability to showcase applicability of LSS processes
Experiences in managing multiple projects
Building relationships & being able to influence stakeholders in prioritizing / executing projects
Lead Change management with Stakeholders and operations on implementing the improved process
Ability to manage complexity and navigate through ambiguous situations while identifying / executing a project

Responsibilities

Spearheading Customer Experience by developing and deploying Service Excellence framework; focusing on creating best in class user experience/ or customer delight
Identifying key opportunities, leverage points and expectations in the user journey experience to achieve Customer Satisfaction.
Setting performance standards to meet the service goals by tracking and evaluating team performance against key operating metrics in Balanced Scorecard using Quantitative Data Mining to re baseline metrics to reduce variation in critical business processes
Sustaining a positive environment where the customer service team displays high levels of motivation and excellent team spirit through effective engagement efforts and Ramp schemes
Align with Portfolio Owner to create the continuous improvement (CI) agenda and deliver on it by designing and executing new capability “build” programs to elevate Customer experience using established tools and framework
Build relationships with other regions and Global team resources in order to support identification, review, prioritization and execution of key opportunities
Enable creation of knowledge assets from Projects & setup best practice sharing
Provide lean training to the team/and other members, if required
Handle site level initiatives along with the projects of aligned verticals
Manage cross site projects