Key Responsibilities:
Process Improvement & Management
- Evaluate and model existing processes; identify improvement options and develop actionable plans.
- Collect and analyze data to identify root causes of process inefficiencies.
- Develop and monitor metrics to measure performance against process requirements and track future improvement opportunities.
- Transition processes effectively with minimal effort for stakeholders while maintaining high service quality.
- Create process flow charts, Standard Operating Procedures (SOPs), and define SLAs/TAT for newly transitioned processes.
- Ensure change management practices are followed, including communication, training, and documentation development.
Customer Experience & Stakeholder Engagement
- Manage customer experience by providing faster resolutions, seamless interactions, and better stakeholder connect.
- Demonstrate influential communication skills across multiple channels (phone, email, chat, service tickets).
- Collaborate with cross-functional teams to implement and support sales incentive processes.
Tools & Technologies
- Work with Anaplan and Anaplan Model Building for sales incentive processes.
- Strong proficiency in Microsoft Excel (complex spreadsheet management) or Access.
- Preferred knowledge of Power BI for data visualization and reporting.
