Job Description

ABOUT SWIGGY

Founded in 2014, Swiggy is India's leading, tech-driven, on-demand delivery platform with a vision to elevate the quality of life for the urban consumer by offering unparalleled convenience. The platform is engineered to connect millions of consumers with hundreds of thousands of restaurants and stores across 500+ cities.

Propelled by ML technology and fueled by terabytes of data processed every day, Swiggy offers a hassle-free, fast, and reliable delivery experience for millions of consumers, across the country.

For every order delivered by Swiggy's independent fleet of Delivery Partners, Swiggy uses Machine Learning capabilities across multiple domains [store/item ranking, meal prep time, travel time predictions, etc.], to ensure a host of customer-centric features - like lightning fast delivery, live order tracking - are effectively enabled.

About the Team :

The Operational & Process Excellence team (OPEx) is focused on setting up a process excellence roadmap for the Swiggy Contact Center. It is our goal to continuously improve CC processes to make them more Efficient, Customer Centric, Reliable and Cost effective. This team is directly responsible for leading efforts to establish and sustain a culture of Operational Excellence and Continuous Improvement across all lines of business. The team acts as one of the enablers to achieve the long-term vision of achieving "World Class Contact Center Services" for our customers.

Position: Senior Process Analyst/ Lead Process analyst

• Key Responsibilities (What the incumbent needs to do)

• Ensuring customer's priorities for new or changed products and services, in alignment with desired business outcomes, are effectively established and articulated with business benefits.
• Understand the customer priorities, ideate and provide on required future solutions. Continuously gather the voice of the customer to further improve the overall customer experience for all new products and new initiatives.
• Create process SOPs for CC Operation to provide seamless and world class experience for our customers and Delivery Partners.
• Ensuring conflicting stakeholder requirements are mediated appropriately.
• Identifying current process flaws and driving improvements to meet desired expectations.
• Implement best in class knowledge management systems and drive standardization across CC operations.
• Tracking customer and technology trends that could impact customer perception and service provision.
• Proactive intervention in the process by quickly identifying and analysing the trends or patterns.
• Initiate improvement projects in collaboration with CC leadership to ensure projects deliver intended business and customer value.
• Implement best in class knowledge management systems and drive standardization
• Serve as a key member to create process road maps for success of new initiatives and advise the strategic direction to the leadership team.

• Metrics for performance measurement
• Completion of associated tasks within timelines.
• Process Insights and defects identified and solutions recommended
• Training initiatives facilitated
• Creation/updating of SOPs within timelines for all team members
• Participation in continuous improvement culture building initiatives
• Efficient Team management and Employee satisfaction (mentorship)

Qualifications (What we look for)

? Should have at least 2 to 4 years of experience in designing customer processes in contact centre environment or in financial services institutions.

? Outstanding management, interpersonal communication and organizational skills

? Solid data analytics skill, analytical problem-solver with ability to decompose problem

? Demonstrated experience in Process design for customer delivery.

? Should have experience in leading low-mid sized teams (not mandatory for Senior process analyst role)

? Proficient in Change Management and Design Thinking.

? Any Graduates