Job Description
The Process Lead is responsible for ensuring compliance with process standards and promoting process effectiveness through audits, quality checks, and training. They will implement process improvement initiatives, guide team members, and ensure tool-related improvements. The role involves managing escalations, customer interactions, and staying updated on the latest process developments. This role will also ensure smooth service delivery by effectively managing service level agreements.
Must Have:
- Drive compliance of process norms and ensure process effectiveness.
- Implement process maturation and continual improvement initiatives.
- Guide team members for tool related improvements.
- Manage escalations, SIP, and CSI adhering to quality norms.
- Interact with customers to ensure smooth delivery of responsibilities.
Job description:
Track Lead
- To drive compliance of process norms & ensure process effectivess/awareness through regular process audits, quality adherence checks and frequent training procedures
- To effectively implement process maturation and continual improvement intiatives through new revision frameworks including service improvement in conjunction with CFS TEG
- To guide team members and cross functional teams to ensure tool related improvements, ITSM tool interfacing to ensure process norms are adhered
- To update onself with latest process relaed initiatives and skill knowledge
- To manage escalations/SIP/CSI in adherence to agreed quality and process norms
- To interact with customers to ensure smooth delivery of responsibilties through effective management of service level responsibilities
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