Process Excellence Manager
Hyde Park Developments
مجموع سنوات الخبرة :12 years, 1 أشهر
- Performs deep analysis on existing processes, workflows and defined required controls, gaps and areas of improvements in coordination with the concerned Department(s) to enhance employee’s performance and increase productivity.
- Establishes Hyde Park QMS Documentation (such as Policies, Standard Operating Procedures, Business Process Maps and Service Level Agreements).
- Established QMS Documentation across WD Group (such as Policies, Standard Operating Procedures, Business Process Maps and Service Level Agreements).
- Performed deep analysis on existing processes, workflows and defined required controls, gaps and areas of improvements in coordination with the concerned Department(s) to enhance employee’s performance and increase productivity.
- Conducted Process walk through assessment for key processes on annual basis and/or according to business needs.
- Developed business process of Orange's products, services & promotions to be followed and implemented by Customer Facing Agents across Orange (CS, Retail, Complimentary, and Enterprise Sales).
- Evaluated and analyzed existing processes, workflows and recommend needed improvements in coordination with the concerned department(s) to enhance employee’s performance and increase productivity.
- Developed Customer Service internal processes to achieve higher level of customer satisfaction and quality of service.
- Documented Customer Facing processes/Working Instructions defining exact end-to-end workflows, roles, responsibilities, and service levels.
- Worked on enhancing Customer’s Experience & simplifying Customer Journey steps & Improve business Processes in coordination with Commercial/Process Excellence /Quality teams.