Job Purpose:

The purpose of the role is to continuously drive a culture of excellence in the organization by

- Documenting standard operating procedures (SOP) and user manuals
- Updating SOPs for authorization matrices, key performance indicators and processing step changes
- Conducting process conformance reviews
- Eliminating non-value-add activities using lean and six sigma approaches & tools
- Driving faster turnarounds, First Time Right processing
- Providing assurance of process compliance and regulatory compliance
- Driving process controls around errors and outliers to improve quality
- Conducting Root Cause Analysis and recommending process controls Driving strategic initiatives and quality management framework implementation

KRAs and supporting actions:

Conduct process quality review:

- Design and implement Quality Management Framework




- Conduct process reviews to eliminate NVAs, improve customer service and first-time-right processing
- Publish process review reports
- Track implementation of recommendations

Conduct process controls reviews:

- Conduct process reviews to control processing errors, transaction outliers
- Conduct Risk Assessment for processes
- Recommend process controls
- Publish process review reports Track implementation of process controls

RCA for Non-Conformances:

- Conduct RCA for customer complaints, process failures and non-conformance to SOPs

Process Documentation:

- Design and maintain SOPs
- Review adherence to SOPs

📌 Process Excellence Professional (Mumbai)
🏢 Career Shapers HR Consulting
📍 Mumbai