Job Description
- Identify process and customer experience improvement opportunities
- Responsible to deliver benefit as per contractual productivity agreement with the client
- Delivery of Digital Transformation and Continuous Improvement initiatives as per the Transformation roadmap
- Build curated, market leading transformation solutions for the client working with cross-functional teams (internal and external)
- Adherence to internal protocol around project identification, execution etc. through design thinking workshops, due-diligence, re-imagining customer journeys, blueprinting activities etc. keeping in mind customer effort reduction, improving straight through processing etc.
- Team/people management, talent development
- Excel in developing strong stakeholder dialogue, across all levels (both WNS and client)
Qualifications
- Minimum academic qualification:
Grade 12
Degree in similar field
15 Years work experience
- System working knowledge required: Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet, and web-based applications)
- Language proficiency (English) - Good/ Excellent
- Should possess good analytical skills, communication, and negotiation skills.
- Excellent knowledge of Excel, Word, Power point & Minitab.
- Certified Blackbelt - Project management and design thinking practitioner
- P&C Insurance experience
- Well versed with contact center digital platforms across tools, technologies, automation, analytics etc.
Experience in driving Contact Center Transformation using digital technologies
- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices
- Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable
- Flexible and capable of domestic and international travel
Additional Information
US NIGHT SHIFT HOURS
