Sr Specialist Process Improvement - SSC
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Job Description
ROLE SUMMARY
Review day to day running procedures and processes currently in use.
WHATS ON YOUR PLATE
Relate current processes to targeted achievements and OKRs.
Define waste & conflict opportunities within current workflows.
Perform required process improvement changes on current workflows considering the avoidance of redundant efforts or waste.
Redefine SSCs workflows and procedures reflecting efficiency & effectiveness.
Analyze the interdepartmental workstreams and review areas of conflicts or redundancy redefine the smooth and wasteless workflow that ensures easy and clear flow and interaction between Operations & Supporting functions that would lead to help the Operations teams achieve all their assigned OKRs & KPIs.
Document all internal & interdepartmental workflows and create required process manuals that are considered the main reference and guide for all procedure and processes within the SSCs functions and sub departments.
Define the roadmap for each position within the SSCs departments confirming the optimum steps and flows of how to perform the job according to the set job description and defined operational targets.
The roadmap should ensure the highest level of professionalism & efficiency within talabats guiding values.
Conduct interviews with employees to confirm the existence and implementation of defined and settled roadmaps by line managers.
Audit workflows and operations followed procedure internally and interdepartmental ensuring compliance to all agreed and signed off process manuals and standard procedure.
Report on individuals and departments compliance to defined process manuals and standard procedure.
Conduct one to one & group coaching sessions to individuals & groups with spotted noncompliance to standard procedure. Tracking effectiveness of delivered coaching through reporting on compliance.
Present generated periodic reports to line managers functions managers & SSC leadership.
Qualifications :
WHAT DID WE ORDER
Extensive awareness & understanding of contact centre operations & supporting functions roles and scopes.
Quality control mindset with experience in waste & redundancy avoidance.
Service excellence & outstanding experience focused mentality.
A problem solver with a direct clear dedication to achieve targets. Making things happen.
Innovative mindset can think of alternative nontraditional approaches in finding smooth flows for workstreams.
Perfect communication skills with advanced presentation and business writing skills
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
