HR at Careerist Management Consultants
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Innovation Officer - Quality & Service Excellence - EVP Level (17-25 yrs)
Job Description :
Position : Innovation officer Quality and Service Excellence
Designation : EVP
Location : Delhi/NCR
Team Size : 30
Industry : Life Insurance/Banking
About Client : One of the reputed top life Insurance/Banking company with PAN India presence
About Role : The senior leadership role will be instrumental in building Quality and Service Excellence culture and accountable for implementation of Quality Systems which includes enhancing customer experience through Quality and Service Excellence, improving process quality and enhancing process excellence culture across the entire business.
Job Responsibilities :
- Customer Quality : Building a culture of service excellence, improve customer quality and enable growth through customers.
- Process Quality : Continuously Improve and re-engineer sales & service delivery processes towards maximizing customer satisfaction, defect reduction & cost optimization, by building internal capability to drive continuous improvement through LEAN/ Six Sigma/ MAXimize Quality projects.
- Implement Business Process Management (BPM) and align the BPM strategy to support business objectives to improve specific processes and larger transformational initiatives.
- Support Transformational initiatives in operational excellence and customer experience.
Relevant Experience :
- 15+ years of experience, of which 7+ years in leadership roles
- Experience in leading and facilitating Quality improvement projects including process mapping, LEAN, Six Sigma, etc. is necessary
- Experience in managing customer listening/ satisfaction processes and customer / market research experience is preferable
- MBB certification is preferable
- Exposure to Malcolm Baldrige Business Excellence Framework or EFQM is desirable
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