AVC: Program Manager Process Excellence
2 days ago
Job Description Program Manager Process Excellence INTERNAL USAGE: No. of Vacancies: 1 Reports to: Process & Compliance Manager Is a Team leader No Team Size: Grade: Manager, Sr. Manager Business: Retail Banking Department: Axis Virtual Centre Sub-Department: Location: C002L:Loma IT park, Ghansoli, Navi Mumbai About Axis Virtual Centre AbouttheRole The role of a Program Manager for Process Excellence for AVC is to oversee the development and implementation of process improvement initiatives to optimize call center operations and enhance customer experience. This includes identifying areas for improvement, developing and implementing process improvement projects, and monitoring and analyzing call center metrics to identify areas for further optimization. The Program Manager is also responsible for developing and managing budgets and financial plans to support process improvement initiatives, managing relationships with internal and external stakeholders, and ensuring compliance with all relevant laws and regulations. The Program Manager should have strong knowledge of virtual center operations and best practices, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment. In addition, they must have experience in program management, including project planning, execution, and monitoring. Key Responsibilities Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals. Work under the guidance of the Process Excellence Lead to identify improvement opportunities across verticals through, process mapping, metrics analysis, benchmarking, VOCs, etc. Study existing processes critically from a customer experience perspective across all stages and touch-points in assisted digital customer journey Deep dive to breakdown End to End process to proactively identify automation/improvement opportunities and create automation/transformation roadmap Ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times. Drive change initiatives from evolution/efficiency identification through to project delivery. Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance Qualifications Education (Graduate) 10+2+3, preferably with specialization in Human Resources Management Experience (6+ years in Process Excellence or related function) 3-5 years of relevant work experience (preferably in contact centre) Role Proficiencies: Leadership skills Inter personal skills Analytical skills Sound knowledge of retail banking products and Process Knowledge of digital banking channels like, Internet Banking, Mobile App.
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