Process Excellence Manager – Customer care

Job Purpose:

• Lead the enhancement of operational processes within the Contact Center and develop internal and external communication mechanisms to support growth and quality objectives. Identify performance improvement opportunities and implement continuous improvement methodologies to achieve operational efficiency and strengthen the center’s reputation.

Job Responsibilities:

• Lead process improvement initiatives using quality improvement methodologies (e.g., Lean and Six Sigma).
• Design and update operational policies and procedures to enhance efficiency and reduce costs.
• Develop, document, and periodically update work policies and procedures to ensure smooth operations at minimal cost.
• Oversee programs aimed at strengthening communication with both internal and external customers.
• Organize unified communication campaigns to support offerings and enhance the company’s image.
• Develop and analyze operational and strategic performance reports, submitting insights to senior management to support decision-making.
• Identify weaknesses in operational processes and establish effective corrective action plans.
• Design employee's engagement plan to ensure highest employees' satisfaction, loyalty and morale
• Lead Customer care Business Development unit through designing, initiating, governing and proper implementation for Customer Care projects that is fully aligned with strategic objectives supported with relevant impact.

Job Qualifications:

• Bachelor's degree in a relevant field.
• 7-10 Years of experience in Process Management, Communication & Business Development in Customer Care with at least 2 years in management layer.
• COPC & 6 Sigma is Plus.
• Proven track record of leading process optimization initiatives and driving business growth strategies.
• Experience developing and executing communication strategies.
• Ability to identify and pursue new market opportunities.
• Experience with corporate communications, stakeholder engagement, and change management messaging.
• Leadership and team collaboration.