Job Description

Identify process and customer experience improvement opportunities
Responsible to deliver benefit as per contractual productivity agreement with the client
Delivery of Digital Transformation and Continuous Improvement initiatives as per the Transformation roadmap
Build curated, market leading transformation solutions for the client working with cross-functional teams (internal and external)
Adherence to internal protocol around project identification, execution etc. through design thinking workshops, due-diligence, re-imagining customer journeys, blueprinting activities etc. keeping in mind customer effort reduction, improving straight through processing etc.
Team/people management, talent development
Excel in developing strong stakeholder dialogue, across all levels (both WNS and client)

Qualifications
Minimum academic qualification:

Grade 12
Degree in similar field
15 Years work experience
System working knowledge required: Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet, and web-based applications)
Language proficiency (English) Good/ Excellent
Should possess good analytical skills, communication, and negotiation skills.
Excellent knowledge of Excel, Word, Power point & Minitab.
Certified Blackbelt Project management and design thinking practitioner
P&C Insurance experience
Well versed with contact center digital platforms across tools, technologies, automation, analytics etc.
Experience in driving Contact Center Transformation using digital technologies
Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices
Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable
Flexible and capable of domestic and international travel