As a Team member for Continuous Improvement and Kaizen, you will play a crucial role in identifying and implementing process enhancements to deliver an exceptional customer experience. Your focus will be on driving efficiency, reducing waste, and ensuring seamless operations across our customer support functions. This role offers an opportunity to be at the forefront of innovation, utilizing Kaizen principles to create a culture of continuous improvement within the organization.
- Customer orientation - Essential
- Problem solving / Analytical – Essential
- Project management skills – Essential
- Result Orientation – Essential
- Understanding of business - preferable
- Appreciation of technology – preferable
- Good communication skills – written and oral
- The incumbent will be responsible for improving the overall Customer experience of the assigned Customer segment
- S/he will have to identify customer pain areas across the Customer journey.
- Prioritize & resolve the customer issues by simplifying process, relook at policies / practices
- Collaborating with cross functional teams to drive improvements, identified as part of the root cause analysis framework
- Doing root cause analysis of the complaints to identify actions and closure of the action points quickly to reduce complaints/ TAT improvement
- Driving strategic initiatives centered around complaints/contacts, NPS, TAT to derive insights and enhance customer experience
- Identifying and driving automation of manual processes
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