AVC: Program Manager Process Excellence

The role of a Program Manager for Process Excellence for AVC is to oversee the development and implementation of process improvement initiatives to optimize call center operations and enhance customer experience. This includes identifying areas for improvement, developing and implementing process improvement projects, and monitoring and analyzing call center metrics to identify areas for further optimization. The Program Manager is also responsible for developing and managing budgets and financial plans to support process improvement initiatives, managing relationships with internal and external stakeholders, and ensuring compliance with all relevant laws and regulations. The Program Manager should have strong knowledge of virtual center operations and best practices, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment. In addition, they must have experience in program management, including project planning, execution, and monitoring.

Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and achieving business goals.

Work under the guidance of the Process Excellence Lead to identify improvement opportunities across verticals through, process mapping, metrics analysis, benchmarking, VOCs, etc.

Study existing processes critically from a customer experience perspective across all stages and touch-points in assisted digital customer journey

Deep dive to breakdown End to End process to proactively identify automation/improvement opportunities and create automation/transformation roadmap

Ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times.

Drive change initiatives from evolution/efficiency identification through to project delivery.

Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance

Education (Graduate) 10+2+3, preferably with specialization in Human Resources Management

Experience (6+ years in Process Excellence or related function)

3-5 years of relevant work experience (preferably in contact centre)

Leadership skills

Inter personal skills

Analytical skills Sound knowledge of retail banking products and Process

Knowledge of digital banking channels like, Internet Banking, Mobile App.