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 current 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.
Robust 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