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    Manager - Process Excellence - bangalore, India - Razorpay

    Razorpay
    Razorpay bangalore, India

    6 days ago

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    Description

    The Role:

    In this role, you'll leverage your expertise to champion the customer and agent voice in process development & enhancement, product enhancement. You'll become a customer and agent journey expert, translating their needs into actionable strategies that elevate the overall experience.

    Roles and Responsibilities:

  • Deep Dive into Products & Processes:
  • Conduct thorough product reviews to understand functionalities, limitations, and potential impacts on processes
  • Analyze existing processes in detail, identifying handoffs, redundancies, and pain points for agents, merchants, and Merchants
  • Leverage data analysis to pinpoint process bottlenecks and areas with high error rates
  • Process Improvement Visionary:
  • Develop a clear vision for simplifying linear processes to enhance efficiency and user experience
  • Identify opportunities to break down complex processes into clear, manageable steps for front-line agents and merchants
  • Champion the adoption of user-centric design principles in process optimization initiatives
  • Collaborative Change Agent:
  • Build strong relationships with product, engineering, and design teams to understand product roadmaps and development cycles.
  • Collaborate proactively with stakeholders to identify opportunities for process improvement during product development stages.
  • Effectively negotiate timelines and advocate for changes that benefit user experience and operational efficiency.
  • Championing Simplicity:
  • Develop and implement process improvements focused on user-friendliness for front-line agents and merchants.
  • Design clear and concise communication materials (e.g., training materials, flowcharts) to support simplified processes.
  • Advocate for Merchant-centric solutions by translating complex processes into easy-to-understand steps for end-users.
  • Continuous Improvement Leader:
  • Implement process improvement methodologies (Six Sigma, Lean) to identify root causes of issues and develop data-driven solutions.
  • Manage and track process improvement projects, ensuring timely completion and adherence to goals.
  • Measure the impact of process improvements through KPIs, demonstrating the return on investment (ROI) of your initiatives.
  • Develop a Deep Understanding of Merchant Problems:
  • Conduct user research (surveys, interviews, usability testing) to identify Merchant pain points and unmet needs.
  • Analyze Merchant support data to understand common Merchant frustrations and challenges.
  • Partner with Merchant success teams to gain insights into real-world Merchant experiences.
  • Advocate for a Merchant-Centric Product Roadmap:
  • Translate Merchant problems and needs into actionable product requirements.
  • Collaborate with product managers to prioritize features that address the most critical Merchant issues.
  • Champion the voice of the Merchant within the organization.
  • Data-Driven Decision Making for Optimization:
  • Monitor and analyze product usage data to identify areas for improvement and track the impact of changes.
  • Leverage data analytics to measure Merchant satisfaction and product performance metrics.
  • Translate data insights into actionable recommendations for product optimization.

    • Qualifications

    In addition to the Process Excellence Specialist qualifications, you will also need:

  • 8+ years of experience in a process improvement leadership role
  • Proven track record of success in leading and managing process improvement projects.
  • Strong leadership and team management skills.Excellent communication, presentation, and negotiation skills.
  • Preferred certified Black Belt/Green belt Six Sigma, Lean Methodology

    • This role is ideal for a highly motivated and results-oriented professional who is passionate about process improvement and driving organizational change.

    By taking on this leadership role, you will have a significant impact on the organization's efficiency, productivity, and overall success.

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