Role & responsibilities

Process Design & SOP Management

- Design, document, and standardize end-to-end SOPs for customer experience and

service operations.
- Ensure SOPs are aligned with regulatory, compliance, and business requirements

specific to NBFC/Banking environments.
- Regularly review and update SOPs based on process changes, audit findings, and

customer feedback. Process Gap Identification & Improvement
- Identify process inefficiencies, bottlenecks, and gaps across customer journeys and

product processes.
- Conduct root cause analysis using process excellence tools.
- Implement corrective and preventive actions to improve turnaround time, accuracy,

and customer satisfaction.
- Drive automation and simplification initiatives where applicable.

Stakeholder Management
- Work closely with Operations, Product, Technology, Risk, Compliance, and

Customer Experience teams.
- Act as a single point of contact for process-related discussions and improvements.




- Facilitate alignment between business objectives and customer experience goals.
- Drive change management and stakeholder buy-in for new processes or

enhancements.

Project Management

- Lead and manage process improvement and transformation projects end-to-end.
- Define project scope, timelines, deliverables, and success metrics.
- Track project progress, manage risks, and ensure timely closure.
- Present project updates and outcomes to leadership.

Preferred candidate profile

- Robust understanding of NBFC/Banking processes, customer lifecycle, and regulatory requirements.
- Expertise in Process Excellence / Continuous Improvement methodologies.
- Proven experience in SOP design and process documentation.
- Strong analytical, problem-solving, and root cause analysis skills.
- Excellent stakeholder management and communication abilities.
- Solid project management capabilities.

📌 Process Excellence Manager - Customer Experience (Navi Mumbai)
🏢 SKILLVENTORY
📍 Navi Mumbai