Job Description

Process and Training - Specialist

Experience : 6 to 10 Years

Location : Gurgaon

Mandatory skills :

- New Process onboarding

- Part of process review calls

- Enhance and Maintain SOP documents

- Audit and quality check

- Process Improvement

- Team Management

- Experience with global clients

- Must have experience in creating onboarding frameworks

- Must have experience with Mitigations.

Roles and Responsibilities :

- Design and develop process flow charts and take care/maintain of all the WT MSC center specific process documents.

- Service definition and delivery support.

- Interact with management, co-workers, superiors, and others to get a detailed understanding of the process

- Take care about area and subsidiary Business rules (new file creation or update of existing documentation)

- Understand how the process works, what are the resources required in the process, duration of the process and what is the outcome of the process

- Deep dive into each aspect of the process to identify problems or errors.

- Undertake data gathering and root cause analysis exercises

- Work with peers to come up with possible solutions to solve the problems.

- Monitor the process at every stage

- Check if any process improvement exercise could be undertaken to save costs and resources and improve the quality of the output

- Support the local/global implementation leads in development and execution of implementations to the field

- Execute against the assigned implementations steps

- Design customer reports on quality

- Be aware of latest technological breakthroughs that could be implemented in the existing process.

- Find and suggest alternative or new processes that could replace the existing one (process reengineering capabilities)

- Partially project manage new service deployments and new customer onboarding processes

- Management of small to medium sized projects (build, maintain and manage project plan including but not limited to tasks, risks, key milestones, deliverables, reporting and schedule)

- Conducting new resource onboarding

- Managing on the Job trainings

- Does Training Need Analysis and prepare training programs for operation and manage end to end delivery

- Effective training resource management

- Driving User Acceptability Tests

Skills Needed :

- Understanding of Agile Technology

- Should have knowledge of process-related tools and equipments. Microsoft Office proficiency (especially Excel)

- Should be proficient with MS PowerPoint and MS Visio.

- Must be detailed oriented and a perfectionist.

- Analytical and problem solving abilities

- Experience with global clients

- Must have experience in creating onboarding frameworks

- Must have experience with Mitigations.