Process Design & Re-engineering

- Map and assess end-to-end customer and operational journeys service requests, complaints, and Queries .
- Identify bottlenecks, failure points, duplication, manual interventions, rework and unnecessary hand-offs; design simplified future-state processes.
- Establish clear process ownership, RACI, SLAs, controls and escalation mechanisms across cross-functional journeys.
- Drive standardization of processes across channels and operating teams where applicable.

Customer Experience & Service Excellence

- Use Voice of Customer (VoC), complaints, repeat contacts, NPS/CSAT, churn drivers and service data to identify process-led customer pain points.
- Improve customer journeys by reducing turnaround time, repeat interactions, avoidable complaints and service friction.
- Translate customer insights into measurable process changes and operating standards.

Operational Excellence & Productivity

- Drive initiatives to improve productivity, first-time-right performance, turnaround time, SLA adherence, quality and resource utilization.
- Develop and maintain process performance dashboards covering key operational and customer metrics.
- Benchmark internal performance and relevant industry practices to identify improvement opportunities.
- Lead Kaizen / Lean / Six Sigma / DMAIC-based improvement projects with quantified benefits.

Root Cause Analysis & Problem Solving

- Lead structured RCA for recurring operational failures, service incidents, customer complaints and SLA breaches.
- Use data and process analytics to distinguish symptoms from systemic causes and prevent recurrence.
- Track corrective and preventive actions (CAPA)



to closure and validate sustainability of improvements.

Automation, Digitalisation & Analytics

- Identify opportunities for workflow automation, straight-through processing, self-service, AI/analytics and system enhancements.
- Partner with Technology / Product / Digital teams to translate process requirements into practical system and workflow solutions.
- Build business cases for automation based on customer impact, productivity, cycle-time reduction, quality and financial benefits.
- Use data visualization and analytics to identify trends, exceptions and improvement opportunities.

Governance, SOP & Process Controls

- Create, review and institutionalize SOPs, process maps, operating standards, control points and exception-handling guidelines.
- Establish process governance forums and review adherence to defined standards.
- Conduct periodic process audits / health checks and ensure gaps are converted into actionable improvement plans.
- Maintain a controlled repository of process documentation and ensure changes are communicated and adopted.

Change Management & Capability Building

- Lead change adoption for redesigned processes, ensuring impacted teams understand the 'why', 'what' and 'how' of changes.
- Develop training,



communication and adoption plans in partnership with Operations and Learning & Development.
- Coach operational leaders and teams on structured problem solving, process discipline and continuous improvement.
- Build a culture where teams proactively identify and eliminate process waste and customer pain points.

Transformation & Stakeholder Management

- Own a prioritized Process Excellence roadmap aligned to business strategy and operational priorities.
- Lead cross-functional transformation projects from opportunity identification through implementation and perks realization.
- Present improvement opportunities, progress, risks and realized benefits to senior leadership.
- Influence stakeholders without direct authority and drive accountability for agreed actions.

Preferred Qualifications:

- 12 years of experience in Process Excellence, Continuous Improvement, Business Transformation, Operations Excellence or related roles.
- Graduate degree required; MBA / PGDM in Operations, Business Management, Engineering or a related discipline preferred.
- Strong understanding of process mapping, Lean, Six Sigma, DMAIC, RCA, Kaizen, SOP design and change management.
- Experience working with customer journeys, service operations, field operations, contact centres and cross-functional processes.
- Strong analytical capability with advanced Excel and familiarity with Power BI / data visualization tools.
- Exposure to CRM, ticketing, workflow, service assurance or customer-service platforms is advantageous.
- Strong project management, stakeholder management, communication and presentation skills.

📌 Associate Director - II - Customer Service (Mumbai)
🏢 Tata Digital
📍 Mumbai