Associate Director - II - Customer Service

Process Design & Re-engineering

• Map and assess end-to-end customer and operational journeys  service requests, complaints, and Queries .
• Identify bottlenecks, failure points, duplication, manual interventions, rework and unnecessary hand-offs; design simplified future-state processes.
• Establish clear process ownership, RACI, SLAs, controls and escalation mechanisms across cross-functional journeys.
• Drive standardization of processes across channels and operating teams where applicable.

Customer Experience & Service Excellence

• Use Voice of Customer (VoC), complaints, repeat contacts, NPS/CSAT, churn drivers and service data to identify process-led customer pain points.
• Improve customer journeys by reducing turnaround time, repeat interactions, avoidable complaints and service friction.
• Translate customer insights into measurable process changes and operating standards.

Operational Excellence & Productivity

• Drive initiatives to improve productivity, first-time-right performance, turnaround time, SLA adherence, quality and resource utilization.
• Develop and maintain process performance dashboards covering key operational and customer metrics.
• Benchmark internal performance and relevant industry practices to identify improvement opportunities.
• Lead Kaizen / Lean / Six Sigma / DMAIC-based improvement projects with quantified benefits.

Root Cause Analysis & Problem Solving

• Lead structured RCA for recurring operational failures, service incidents, customer complaints and SLA breaches.
• Use data and process analytics to distinguish symptoms from systemic causes and prevent recurrence.
• Track corrective and preventive actions (CAPA) to closure and validate sustainability of improvements.

Automation, Digitalisation & Analytics

• Identify opportunities for workflow automation, straight-through processing, self-service, AI/analytics and system enhancements.
• Partner with Technology / Product / Digital teams to translate process requirements into practical system and workflow solutions.
• Build business cases for automation based on customer impact, productivity, cycle-time reduction, quality and financial benefits.
• Use data visualization and analytics to identify trends, exceptions and improvement opportunities.

Governance, SOP & Process Controls

• Create, review and institutionalize SOPs, process maps, operating standards, control points and exception-handling guidelines.
• Establish process governance forums and review adherence to defined standards.
• Conduct periodic process audits / health checks and ensure gaps are converted into actionable improvement plans.
• Maintain a controlled repository of process documentation and ensure changes are communicated and adopted.

Change Management & Capability Building

• Lead change adoption for redesigned processes, ensuring impacted teams understand the 'why', 'what' and 'how' of changes.
• Develop training, communication and adoption plans in partnership with Operations and Learning & Development.
• Coach operational leaders and teams on structured problem solving, process discipline and continuous improvement.
• Build a culture where teams proactively identify and eliminate process waste and customer pain points.

Transformation & Stakeholder Management

• Own a prioritized Process Excellence roadmap aligned to business strategy and operational priorities.
• Lead cross-functional transformation projects from opportunity identification through implementation and benefits realization.
• Present improvement opportunities, progress, risks and realized benefits to senior leadership.
• Influence stakeholders without direct authority and drive accountability for agreed actions.

Preferred Qualifications:

• 12 years of experience in Process Excellence, Continuous Improvement, Business Transformation, Operations Excellence or related roles.
• Graduate degree required; MBA / PGDM in Operations, Business Management, Engineering or a related discipline preferred.
• Strong understanding of process mapping, Lean, Six Sigma, DMAIC, RCA, Kaizen, SOP design and change management.
• Experience working with customer journeys, service operations, field operations, contact centres and cross-functional processes.
• Strong analytical capability with advanced Excel and familiarity with Power BI / data visualization tools.
• Exposure to CRM, ticketing, workflow, service assurance or customer-service platforms is advantageous.
• Strong project management, stakeholder management, communication and presentation skills.