Process Excellence

2 weeks ago


Gurgaon, Haryana, India MakeMyTrip Full time

Role: Process Excellence

Level: Deputy Manager/ Manager

Reporting To: Vice President - Customer Experience

Location: Gurgaon

About the Function

The Customer Experience Team focuses on improving the customer contact agendas like Customer Satisfaction, decreasing customer Efforts and driving Identified Projects, which will enhance customer experience.

About the Role

You will be working in a fast-paced environment where every day brings unique challenges and opportunities. The role focuses on managing project and timelines to deliver operational excellence as well customer experience.

What will you be doing

As the role holder, your primary focus is to set up the Project Management team for the Customer Contact group

  • Manage diverse projects in a fast paced work environment by interacting with various internal stakeholders including various lines of business (LOB's)
  • Develop Project plan, monitor Project schedules and manage effective delivery of high impact features
  • Identify system and process improvement opportunities which will directly influence the customer experience
  • Cross pollination between platforms: BOT, Self Help and IVR.
  • Data Analytics:

-Drive analytics for feed to the entire unit

-Peeling, consumption & execution on feeds from various customer VOC's

  • Drive efficiency from LOB's
  • IVR:

-Drive synergies for seamless implementation of new processes

-Contextual Self Help menu on IVR / Smart IVR

-Capturing VOC & further using it to drive efficiencies

-IVR framework

  • Agent empowerment tool

-Project management of "My Desk" tool

-MyDesk – Gen Next with integrated flows across both brands

-Integrated tool for all support functions

  • Explore opportunities around process automation

What are you required to bring to the team

  • Understanding of Tech and Product platforms and business models
  • Understanding of end to end of Project management & Product lifecycle
  • Understanding of consumer mind set & behavior besides having good sense of online business and related technology levers
  • Strategic thinking and overall business know how with an eye for detail and for execution
  • Experience in managing mid-large teams (direct & indirect) and multiple stakeholders

Qualification & Experience

  • Overall experience 4-8 years with an experience in Product/ Project management preferably in an online business
  • Post graduate with tech/ E-commerce company background would be added advantage


  • Gurgaon, Haryana, India Xpressbees (BusyBees Logistics Solutions Pvt. Ltd.) Full time

    Job DescriptionDesignation: Manager-Process Excellence (Last Mile)Department: Process ExcellenceLocation: GurgaonExperience: 4-8Role Description: Drive supply chain design and planning. Evaluate current scope of utilization of resources (manpower, vehicles & fixed assets. Optimize cost of operations. Build robust systems to enhance key business metrices....


  • Gurgaon, Haryana, India HCLTech Full time

    Transform Your Career with HCLTechWe're on a mission to transform the way we work at HCLTech, and we need your expertise to make it happen! As a Scrum Master, you'll play a vital role in driving our Agile transformation and delivering exceptional results. With a strong focus on process excellence, team collaboration, and customer satisfaction, you'll have...


  • Gurgaon, Haryana, India HYGENCO - The Hydrogen Company Full time

    About the Role:The Process Implementation and Digital Transformation Head at HYGENCO - The Hydrogen Company is responsible for designing and implementing efficient processes across various teams. This role involves driving operational efficiency, leading digital transformation efforts, and integrating processes into ERP systems.Key...


  • Gurgaon, Haryana, India NAB Full time

    Job SummaryNAB is currently seeking an Operational Excellence Lead to join our team. As an Operational Excellence Lead, you will play a critical role in driving operational excellence across the organisation by developing and maintaining process models that meet business requirements while ensuring compliance to enterprise standards.The key responsibilities...


  • Gurgaon, Haryana, India Essvee Consultant Full time

    We are looking for an exceptional Operational Excellence Associate to join our team at Essvee Consultant. As an Operational Excellence Associate, you will drive process improvements and ensure efficient delivery of services.About the Role:Identify areas for process improvementDevelop and implement process changesMonitor and evaluate process...


  • Gurgaon, Haryana, India 32nd Full time

    About the OpportunityWe are seeking a talented manufacturing professional to join our team as a Manufacturing Head. In this role, you will be responsible for leading our furniture production operations, ensuring process excellence, and driving initiatives to enhance productivity and quality.Key Responsibilities:Operational Leadership: Lead, mentor, and...


  • Gurgaon, Haryana, India Wipro Digital Operations and Platforms Full time

    We are looking for a highly skilled Service Excellence Manager to join our team at Wipro Digital Operations and Platforms. In this role, you will be responsible for leading improvement projects based on Lean / Six Sigma methodology and providing analytics support to Business Leaders.The ideal candidate will have 5-10 years of work experience in process...


  • Gurgaon, Haryana, India TBO Full time

    Director / Associate Director CX Strategy & Process ExcellenceLocation:: Floor 22, Tower C, Epitome Building No. 5, DLF Cyber City, DLF Phase 2, Gurugram, Haryana 122002TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of...


  • Gurgaon, Haryana, India Jones Lang LaSalle Full time

    JLL empowers you to shape a brighter way Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients We are committed to hiring the best most talented people and empowering them to thrive grow meaningful careers and to find a place where they...


  • Gurgaon, Haryana, India Battery Smart Full time

    Job OverviewWe are seeking an experienced Operational Excellence Manager to join our team at Battery Smart. In this role, you will be responsible for driving operational excellence across the organization by identifying opportunities for improvement and implementing process changes.The ideal candidate will have a strong background in operations and...


  • Gurgaon, Haryana, India TBO Full time

    Director / Associate Director CX Strategy & Process ExcellenceLocation:: Floor 22, Tower C, Epitome Building No. 5, DLF Cyber City, DLF Phase 2, Gurugram, Haryana 122002TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the...


  • Gurgaon, Haryana, India Xceedance Full time

    As an Operational Excellence Specialist at Xceedance, you will play a pivotal role in streamlining our Credit Control processes. This dynamic position involves working with various stakeholders to ensure seamless premium receivables collection and timely cash recognition.The ideal candidate will possess a strong understanding of Insurance, Reinsurance, and...


  • Gurgaon, Haryana, India JLL Full time

    JLL empowers you to shape a brighter way . Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where...


  • Gurgaon, Haryana, India Hero MotoCorp Full time

    Company Overview:H Hero MotoCorp is a world-leading manufacturer of motorcycles and scooters, with a presence in 47 countries. We have achieved the milestone of 110 million cumulative production and sales since inception. Our vision is to be the future of mobility.Simplify Your Role:We are seeking an Executive-Global Systems candidate who can simplify the...


  • Gurgaon, Haryana, India Builder Full time

    Key Responsibilities- Manage the outsourced third-party audit process- Collaborate with all departments to ensure effective implementation and ongoing monitoring of internal controls- Stay updated on relevant regulations and best practices in internal audit and controls- Perform risk assessments and internal control evaluations and detect discrepancies-...


  • Gurgaon, Haryana, India Zupee Full time

    Required Skills and QualificationsTo excel in this role, you should have:2+ years of experience in venture capital or corporate developmentStrong knowledge of M&A financial modeling and due diligence processesExceptional strategic thinking, communication, and project management skillsAbility to distill complex analyses into actionable insightsWe offer a...


  • Gurgaon, Haryana, India 1Lattice Full time

    As a Delivery Excellence Manager at 1Lattice, you will play a critical role in driving the success of our Healthcare & Life Sciences vertical.Your primary responsibility will be to lead large delivery teams and guide the entire research process, ensuring high-quality results and excellent client satisfaction.You will work closely with cross-functional teams...


  • Gurgaon, Haryana, India PeopleGene Full time

    About UsAt PeopleGene, we pride ourselves on being a forward-thinking organization that leverages innovative strategies to drive growth and success in the technology and automobile services industry.Job OverviewWe are seeking an accomplished Director of Finance Excellence to join our team. As a key member of our leadership, you will play a critical role in...


  • Gurgaon, Haryana, India Simpplr Full time

    Simpplr is a fast-paced product based startup looking for a highly skilled QA Automation Architect to join our team. As a QA Automation Architect at Simpplr, you will play a key role in driving the technical excellence of QA and ensuring that automation is an integral part of our CI/CD process.Key Responsibilities:Drive the right QA best practices with...


  • Gurgaon, Haryana, India Cloutflow Full time

    About Us: Cloutflow is building a powerful talent network in the media industry. We need a Hiring Excellence Specialist to help us scale our team with top talent who share our vision and values. This role is perfect for someone passionate about hiring, talent acquisition, and making sure new team members fit in seamlessly.Job Description: Develop and post...