Delivery Excellence\Process Improvement

1. Develop customizations and configurations to the Microsoft Dynamics 365 platform, including entity customization, form design, workflow development, and business process automation.
2. Collaborate with functional teams to gather and document requirements for customizations and integrations.
3. Provide technical expertise and guidance to the functional teams on best practices for Dynamics 365 customization and integration.
4. Develop and maintain technical documentation, including design documents, specifications, and test plans.
5. Work with internal and external stakeholders to troubleshoot and resolve technical issues related to Dynamics 365 customizations and integrations.
6. Stay up-to-date with the latest Dynamics 365 features and technologies, and provide recommendations for process improvements and system enhancements

• Translate business objectives and user needs into clearly written technical requirements
• Evaluate HR systems to identify points of improvement
• IT project management experience to implement improvements 
• Partner with internal stakeholders to develop technology solutions that help to streamline and automate (new) HR processes
• Implement process improvements and policy changes designed to improve efficiency and the user experience with the system
• Serve as the go-to subject matter expert for the system used in the organization (e.g., Workday, Oracle, SAP)
• Serve as a system administrator for HR systems and applications
• Ensuring security, end-user access, and data integrity across all HR platforms
• Work with HR, finance and IT to maintain and improve the HRIS, including configuration, end-user access, security, and system efficiency
• Supports critical system maintenance and operational tasks within the HRIS

Required qualifications and experience:

• Graduate in any specialization
• Minimum 5 years of experience in service industry, with 2-3 years of managerial level experience, preferably in fields like Contact Centre Operations, E-commerce or Customer Interface Operations
• Experience in Contact Centre operations or experience working with front line and service delivery processes, especially e-commerce
• Good presentation and MS Excel skills
• Multiple team handling experience; handled mid-sized teams of at least 2-3 verticals and not just a single team

Roles and responsibilities:

• Perform quantitative assessment and continuous process improvement to drive business and efficiency.
• Manage the roster and deliver on the service levels as per the agreement.
• Raise alerts on downtimes or fluctuations.
• Deep-dive into escalations received primarily via social media and enable front-line to close the issues. Interact directly with customers too, if need be.
• Analyse various process gaps and raise request for new SOPs to close loop.
• Identify gaps in service delivery, agent behaviour, product knowledge and business functionalities.
• Identify improvement opportunities along with the respective Process Head and facilitate launching projects around these opportunities.
• Internal and external stakeholder management.
• Coordinate Application ID management and maintain records.
• Improve operational deliverables of the aligned LOBs of the outsourced partner.
• Ensure 100% adherence to SR, L2 and complaint TAT as per laid down norms.
• Work on better tagging of customer voice and better ways of process flows.
• Device proactive programs to reduce calls.
• Devise cross-functional and up-skilling training plans for current teams.
• Manage Transactional Training and Development of the trainers.