Process Excellence Lead

About the job

Job Title:

Process Excellence Lead

Job Description

Coordinates with Global stakeholders from client side, process changes, system enhancements, change management, project management, and continuous improvement sessions.

Manages and grants access for customers and internal teams to the order creation tool.

Key activities

• Supports business processes and workflow;
• Develops clear and detailed processes that reflect the current and targeted business model;
• Develops and supports specific overall business processes and sub-processes, including development of templates;
• Collects information from the relevant experts;
• Identifies any associated issues and risks;
• Monitors the document flow and work-related procedures;
• Performs data and application maintenance updates;
• Communicates with internal and external customers;
• Acts as a first POC for customer escalations;
• Identifies, escalates data and program specific issues to appropriate level of management;
• Proactively and on-going basis identifies internal and external best practices that will enable improvement of the standard end-to-end process;
• Participates in the preparation of the training materials and delivery of agent trainings
• Follows internal rules and procedures set out in the Internal Rules
• Adhering to the Company's policies, procedures and guidelines pertaining to the protection of Information Asset, as referred to in the User Agreement.
• Reporting actual or suspected security and/or policy violations/breaches to an appropriate authority;
• Other Ad-hoc duties.