Google Operations Center
Process Excellence Senior Specialist
IN-GUR-TIP2, IN · Senior
Sponsorship not specifiedDetected 77 days ago
Machine LearningSalesforceProcurementLeadershipProblem Solving
About the role
- S/he is responsible to ensure smooth delivery on functional and vertical goals of the site in alignment with the global level and charter agenda that covers: Optimization, Productivity Improvement, Customer centricity, Customer experience elevation.
Responsibilities
- Spearheading Process Excellence / Customer Experience by developing and deploying Service Excellence framework
- Evaluate current current and to-be-transitioned processes including flow chart, value stream maps, performance metrics, Systems and tools, Customer Journey, Agent Journey to determine Gaps, Opportunities and optimize process performance & Leads handover process and documentation to Operation
- Assist the teams is establishing the right business performance standards, set the right improvement goals in each step and collaborate with operations on designing the process to attain such metrics, reduce variation in critical business processes
- Act as the liaison between relevant stakeholders to help them determine appropriate synergies and document dependencies, dates, schedules, project owners and linkages that are critical for the success of transformation activities.
- Work collaboratively with the leadership team, Portfolio Owner, Business Verticals & their Leadership team to understand goals and objectives related to the user experience needs, create Continuous improvement (CI) agenda and deliver on it by designing and executing programs to bring Transformational Opportunities, Elevate Customer experience and deliver Business Values using established tools and framework
- Build relationships with other regions and Global teams in order to support identification, review, prioritization and execution of key opportunities across Sites / Verticals
- Understanding of new age trends on Technology and be able to identify processes that can be automated and deliver on the same by working closely with the development team
- Continuously seek opportunities to improve procurement processes and drive best practices
- Spearheading Process Excellence / Customer Experience by developing and deploying Service Excellence framework; focussing on creating best in class user experience/ or customer delight
Requirements
- 10+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence in BPO environment
- Experience with Lean tools such as value stream mapping, 5S, standard work, 5 Why Analysis, etc & LSS certification
- Experience in procurement process and technologies (e.g system, procurement analysis tool, salesforce, buying hub) is an advantage
- 7 - 10+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence in BPO environment
- Experience with Lean tools such as value stream mapping, 5S, standard work, 5 Why Analysis, etc & LSS certification - Green or Black belt
- Coaches project team on required topics according to the specific needs of the process & Provide lean trainings to the team/and other members, where needed
- To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.
Nice to have
- Knowledge in Automation (RPA, ML, AI & cognitive is a plus)
Benefits
- We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
- We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
Visa & Work Authorization
- ment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protec
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This listing is sourced directly from Google Operations Center's careers page and normalized into a canonical job model.