Wiom - Lead - Process Design & Reengineering

Lead - Process Design & Reengineering

What's Wiom?

- 92% Indians don't have unlimited home broadband internet Enter Wiom.

- Wiom is a new-age internet platform, that buys unused internet from existing internet users and sells it to people who are looking for affordable and high-quality internet.

- For the next 100M households, who do not have Unlimited and High-Speed Home Internet, Wiom is the most aspirational and 24 hours Unlimited Internet solution. Unlike existing Service Providers, Wiom provides Daily Plans, Zero Upfront Costs and Roaming Internet is highly scalable and affordable due to the shared economy and platform approach.

- Wiom has been founded by a group of IIT IIM alumni with prior experience in companies like Microsoft, American Express and is backed by marquee investors like 3one4 Capital, Omidyar Network, Your Nest, Auxano etc. Wiom is the fastest-growing company in its space and will impact 500 million Indians in the next 5 years.

What's it like to work at Wiom?

- We are going to be upfront. The way we work does NOT suit everyone. No old-fashioned hierarchy. No micro-management. No hiding behind fancy job titles. Those joining us from old-school firms, experience a breath of fresh air. We work through layers of self-sufficient, autonomous teams start-ups. We are a bunch of teams start-ups within teams start-ups within teams start-ups within teams start-ups

- Wiom is that place in your career, where you transition from management to ownership. A transition eased by guidance and plenty of support from talented, super-smart colleagues.

JD of Lead - Process Design and Reengineering

As Lead - Process Design and Reengineering, you will be an integral part of Wiom's growth journey, collaborating with multiple stakeholders to support various strategic and operational initiatives. This role requires exceptional problem-solving, execution & communication skills. You'll have an opportunity to solve complex business problems which will impact 500 million lives.

Workstreams You Will Own (Like a Boss):

- Reporting to the Head of Customer and Partner Experience at Wiom, you will be responsible for leading two important teams: 'Process Design & Reengineering' and 'Quality & Training' within the Experience function.

- Incumbent will work closely with various Experience teams to redesign and document detailed process maps, formalize SOPs and drive process improvement projects.

- Identify gaps in existing processes and lead process reengineering efforts to enhance service quality and operational efficiency.

- Develop a structured road map for transition from AS-IS to TO-BE process.

- Brainstorm with the stakeholders for defining the TO-BE process & ensure smooth transition.

- Establish mechanisms to measure and ensure compliance with Standard Operating Procedures (SOPs) across all teams.

- Implement real-time monitoring and alerts to highlight areas of non-compliance.

- Establish quality frameworks for CX interactions, ensuring consistency in service delivery across channels.

- Drive the digital transformation agenda within the Experience Group, by implementing cutting edge AI powered solutions to optimize cost, enhance productivity, elevate customer and partner experience.

- Collaborate closely with cross-functional teams to streamline workflows and drive cross functional projects.

- You will be responsible for program-managing these initiatives, generating ideas and implementing new processes for the next wave of transformation and automation.

- Work closely with Product and Tech teams to integrate data-driven customer and partner feedback based insights for continuous product and service enhancements.

- Oversee the development of training programs for frontline and backend teams. Implement AI-driven learning modules and knowledge management systems to improve efficiency.

- Drive training and change management initiatives to ensure seamless adoption of new processes by internal teams.

What makes you a great fit

Education Qualifications & work experience:

- The Successful Applicant should be a MBA from Top B-school, with 2-3 years of experience in Process Design, Business Process Reengineering, or Operational Excellence within a customer-centric environment (preferably telecom, internet services, or e-commerce).

- Candidates in core Strategy, Consulting or Business Analytics roles can also apply.

Technical & Soft Skills:

- Strong expertise in Business Analysis, process mapping and documentation, requirement elicitation.

- Proficiency in managing complex projects, driving process improvement and strategic initiatives.

- Hands-on experience with Lean, Six Sigma, or process improvement methodologies is a plus.

- Successful track record of managing senior stakeholders in a cross-functional environment.

- Excellent interpersonal, communication skills and analytical skills.

- Excellent time-management skills with the ability to multi-task and meet multiple timelines.