Description
Facilitate the development of the process documentation (Procedures and policies) for the assigned processes.
Trains and coaches the operations personnel to develop and maintain the process documentation created.
Helps in developing metrics / KPIs for the assigned processes (measures the depict efficiency and effectiveness of the processes).
Reviews operational definitions for the process metrics developed to ensure there is no ambiguity in collecting and tracking the metrics.
Helps in creating data collection templates for the KPIs defined.
Performs bench marking of process, practices and metrics to ensure processes continue to mature and evolve over a period of time.
Develops targets for KPIs to ensure optimal performance of processes and personnel involved.
Conceptualizes, creates, and rolls out dashboards that showcase the performance of the processes.
Leverages the dashboards created to facilitate periodic business reviews by involving all the associated employees and process/business leaders.
Supports in identifying performance gaps in the process definitions, process adherence.

📌 Senior Manager, Quality Assurance Bengaluru (India)
🏢 Conduent
📍 India