We are hiring for one of our Leading E-Comm Client.
Job Title : ACES Program Manager
Job Location : Coimbatore (Candidates pref from Bangalore / South India)
Exp : 3 to 7 yrs
** should have Good Communication
The Customer Service (CS) , Customer Excellence System Program Manager supports, coordinates and facilitates structured process improvement activities aligned to our business goals. He or she fosters a culture of continuous improvement, providing thought leadership to and influencing change at all levels in the organization. This role reports to the Manager, working closely with the CS India team as well as all levels of management within the organization.
The successful candidate for this role will be a fast, clear and independent thinker who is naturally curious about how things work, is metrics and number savvy, has an analytical mindset and has demonstrated leadership ability. This person will need an ability to see the big picture/whole system and execute on grass root level to improve the overall network. Additionally, they are never satisfied with the status quo, can show success in following-up and getting things done and have the ability to thrive in a fast-paced, customer-centric and ever changing Customer Service environment.
Key Responsibilities: Facilitates the execution of the CS India strategy through local management and support teams.
Leads and supports process improvement projects at the network level that may have a network impact.
Coaches and trains management, CS Associates and project teams on concepts and methodologies.
Performs quantitative analysis of key process indicators to identify opportunities for process improvement.
Demonstrates discretion in coordination of project scoping and selection to align with business objectives.
Oversees site project portfolio, assisting Kaizen Promotion Officers and individual project managers with execution and delivery of results.
Audits completed projects to verify sustained impact and partners with Financial Controller to validate impact.
Communicates across the sites at levels on project and program progress.
Manages projects as assigned by Manager.
Performs general duties to support and improve the CS program locally and globally.
Responsibilities are non-routine in nature and vary from day to day.
Ability to execute with total autonomy and deal with ambiguity
Strong influencing skills and negotiation skills.
Basic Qualification: Minimum 3-5 years of experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.
Will have significant Kaizen/Process Improvement experien
Analytical background - 7 Quality tools, Hypothesis Testing, Regression Analysis and other necessary tools.
Preferred Qualification: Advanced degree
Six Sigma green Belt or Lean Certification.
Minimum knowledge for SQL, SharePoint, Excel, Power Point, Word and a statistical package (e.g. JMP or Minitab)
Interested Candidates please share across your updated Resumes to [HIDDEN TEXT] OR Call @ 09836864124
Job Details :
Desired Candidate Profile
Please refer to the Job description above