Operational Performance Leader

4 days ago

Hyderabad City Taluka, Pakistan beBeeExcellence Full time ₹6,061,600
Process Excellence Manager

We are seeking a highly motivated individual who is passionate about our mission and believes in the power of technology.

This role will work closely with business stakeholders to identify customer pain points, root causes for customer contacts, and improve customer and support agent experience.

The Operations Excellence Manager will be responsible for driving meaningful business impact through problem-solving, process improvement, and Lean culture sedimentation.

Key Responsibilities:

  • Provide thought leadership across the organization
  • Build a culture of excellence across all departments
  • Execute the CX strategy and serve as conduit for operational effectiveness and efficiency
  • Eliminate customer pain points, reduce customer effort, and help improve support analyst effectiveness & efficiency
  • Drive impactful change through informed, data guided decisions and business acumen
  • Foster a highly engaged organization, setting up opportunities for career development and growth

Requirements:

  • Motivated by creating a seamless support experience for customers
  • 10+ years in continuous improvement program/project management in a support environment with demonstrated impact
  • 10+ years of relevant experience in operations, customer support, business operations, and/or quality management
  • 5+ years of direct people management experience
  • Demonstrated experience driving high-complexity projects & developing improvement systems
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization
  • Strong communication skills and empathy to understand customers and support agents
  • Fluency in English

Nice to Have:

  • Amy or Financial Crime Compliance knowledge experience
  • Experience working with regulatory agencies, risk management, and compliance functions
  • Lean Six Sigma Black Belt or Master Black Belt Certification

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