Process Excellence Manager - Customer Experience

Skillventory; Navi Mumbai; On-site; INR 1,500,000 - 2,600,000; Full time

Job summary

Skillventory seeks a Process Design & SOP Management professional to standardize end-to-end customer experience and service operations within NBFC/banking contexts. You will identify inefficiencies, perform root-cause analyses, and lead cross-functional improvements.

You will drive automation and simplification initiatives, manage projects end-to-end, and ensure regulatory alignment while delivering measurable improvements in turnaround time and customer satisfaction.

Qualifications

• Experience with NBFC/banking processes and regulatory requirements.
• Proven ability to design and document SOPs for process standardization.
• Strong knowledge of process improvement methodologies and tools.

Responsibilities

• Design, document, and standardize end-to-end SOPs for customer experience and service operations in NBFC/banking environments.
• Identify process gaps and drive root-cause analysis to implement corrective actions.
• Lead cross-functional collaboration with Operations, Product, Technology, Risk, Compliance, and CX teams.
• Manage process improvement projects from scoping to closure and present outcomes to leadership.

Skills

Process design

SOP documentation

Process excellence

Root cause analysis

Stakeholder management

Project management

Regulatory awareness

Analytical thinking

Job description

Role & responsibilities

Process Design & SOP Management

• Design, document, and standardize end-to-end SOPs for customer experience and service operations.
• Ensure SOPs are aligned with regulatory, compliance, and business requirements specific to NBFC/Banking environments.

Process Gap Identification & Improvement

• Identify process inefficiencies, bottlenecks, and gaps across customer journeys and product processes.
• Conduct root cause analysis using process excellence tools.
• Implement corrective and preventive actions to improve turnaround time, accuracy, and customer satisfaction.
• Drive automation and simplification initiatives where applicable.

Stakeholder Management

• Work closely with Operations, Product, Technology, Risk, Compliance, and Customer Experience teams.
• Act as a single point of contact for process-related discussions and improvements.
• Facilitate alignment between business objectives and customer experience goals.
• Drive change management and stakeholder buy-in for new processes or enhancements.

Project Management

• Lead and manage process improvement and transformation projects end-to-end.
• Define project scope, timelines, deliverables, and success metrics.
• Track project progress, manage risks, and ensure timely closure.
• Present project updates and outcomes to leadership.

Preferred candidate profile

• Strong understanding of NBFC/Banking processes, customer lifecycle, and regulatory requirements.
• Expertise in Process Excellence / Continuous Improvement methodologies.
• Proven experience in SOP design and process documentation.
• Strong analytical, problem-solving, and root cause analysis skills.
• Excellent stakeholder management and communication abilities.
• Solid project management capabilities.