Assistant Manager - Business Transformation Job in Uniphore

OKRs

• Drive standardization of delivery process across teams and geographies.
• Ensure high process adherence across project teams
• Key KPIs that you will need to optimize for
• Quality
• Process adherence
• Delivery time

Responsibilities

• Be the custodian for enterprise wide process framework for service delivery and support processes
• Understand and document Uniphore service processes and requirements. Create Standard operating procedure documents
• Standardize existing templates and work products so that is can be resourced and leveraged by other teams within Uniphore
• Create Checklists, Templates and Guidelines for delivery project execution.
• Interview various resources to gather required information (Work with leadership and mid-managers to identify bottlenecks and areas of improvement). Liaison with various teams with Uniphore for resolution of discrepancies.
• Define metrics framework and implement performance Dashboard (Client KPIs + Organization specific KPIs based on Project Type)
• Execute audits for process adherence and report the findings to upper management
• Support and represent process team in process reviews sessions and work with PMO to implement identified steps.
• Identify opportunities for process improvement and conduct sessions for discussion and acceptance
• Impart trainings to delivery team resources which includes assessing training needs, acquiring content, creating training materials, conducting process training sessions etc.
• Provide guidance and advice to project teams regarding the delivery process

Desired Experience/Target Industries/Domain

• Work experience in the contact center domain in process excellence/business excellence/business transformation functions/departments
• 5+ years of relevant quality and process related experience in large IT service / consulting organization /growth stage startup

Mandatory Skills

• Minimum 4-5 years of experience in creating/facilitating process documentation (creation, adherence, maintenance), and auditing processes in service organization
• Hands-on experience on Microsoft Office suite (Intermediate to the expert level)
• Hand-on experience and expertise in BI tools such as Tableau driven dashboard/analytics design
• Excellent communication skills (written and oral)
• Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers/contact center key metrics
• Adaptability willingness to work in a fast-paced environment and continuously upskilling and learning new technologies

Functional and Leadership Competencies

• Ability to quickly learn and apply new tools and applications
• Effective verbal, written, and interpersonal communication skills
• Proactive and results-oriented, with strong prioritization skills
• Detail oriented and diligent
• Ability to handle multiple tasks and work toward long-term goals

Good to have skills

• Experience in Business Excellence/Transformation/Quality functions in the areas of process creation, adherence, audits, etc. from service organization
• Expert in dashboard design in tableau
• Working knowledge of database management systems such as MySQL/PostgreSQL/MongoDB