- 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
• Strong 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.