Process Excellence Senior Specialist

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At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview

The Process Excellence Senior Specialist will be responsible to lead an improvement agenda for the vertical and work closely with Senior Stakeholders, including Clients. S/he is responsible to ensure smooth delivery on functional and vertical goals of the site in alignment with the global level and charter agenda that covers: Optimization, Productivity Improvement, Customer centricity, Customer experience elevation. Through Continuous Improvement or Transformative ideas, drive improvements to all customer facing metrics like CSAT, Quality, Turn around time, wait time and for the organization enhance productivity, Accuracy, Quality and Resource Utilization by using LSS methodologies & DNA building within the Organization.

Position Responsibilities

• Spearheading Process Excellence / Customer Experience by developing and deploying Service Excellence framework; focussing on creating best in class user experience/ or customer delight
• Evaluate current current and to-be-transitioned processes including flow chart, value stream maps, performance metrics, Systems and tools , Customer Journey, Agent Journey to determine Gaps, Opportunities and optimize process performance & Leads handover process and documentation to Operation
• Assist the teams is establishing the right business performance standards, set the right improvement goals in each step and collaborate with operations on designing the process to attain such metrics, reduce variation in critical business processes
• Be independent and sole owner of Process Excellence / Continuous Improvement for the site and act as change agent for each assigned improvement / Transformation
• Act as the liaison between relevant stakeholders to help them determine appropriate synergies and document dependencies, dates, schedules, project owners and linkages that are critical for the success of transformation activities.
• Work collaboratively with the leadership team, Portfolio Owner , Business Verticals & their Leadership team to understand goals and objectives related to the user experience needs, create Continuous improvement (CI) agenda and deliver on it by designing and executing programs to bring Transformational Opportunities , Elevate Customer experience and deliver Business Values using established tools and framework
• Build relationships with other regions and Global teams in order to support identification, review, prioritization and execution of key opportunities across Sites / Verticals
• Coaches project team on required topics according to the specific needs of the process & Provide lean trainings to the team/and other members, where needed
• Represent GOC Site / Vertical aligned to in Business Reviews with GOC Leadership / Vertical Leadership
• Understanding of new age trends on Technology and be able to identify processes that can be automated and deliver on the same by working closely with the development team
• Continuously seek opportunities to improve procurement processes and drive best practices
• Stay abreast of industry trends and best practices in procurement and process excellence
  
  

Minimum Qualifications

• 7 - 10+ yrs of overall Service Sector experience with expertise in Process Transformation and Operational Excellence in BPO environment
• Experience with Lean tools such as value stream mapping, 5S, standard work, 5 Why Analysis, etc & LSS certification - Green or Black belt
• Capable of applying problem solving LSS methodologies to propose corrective action plans, including root cause analysis and preventative measures proposal
• Capable of identifying Transformative Opportunities to bring in exponential Business Value
• Knowledge in Automation (RPA, ML, AI & cognitive is a plus)
• Experience in procurement process and technologies (e.g system, procurement analysis tool, salesforce, buying hub) is an advantage
  
  

Benefits

• We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
  
  

At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.