Capita India Private Limited is Looking for Process Leader Full Time

Contributes to moderately complex aspects of a project works both independently and collaboratively.
Job title:Process Leader
Job Description:

• Analyse and measure the quality of cases processed critically and provide one to one feedback to process associates on a periodic basis to improve quality and accuracy
• Escalate and resolve process related issues to the onshore team in a timely manner
• Provide subject matter expertise to associates on the floor for process related queries
• Identify any change in the process (from client), conduct impact assessment and document the information
• Identify gaps in the process and implement improvements plans
• Liaise with onshore trainers for transition of any new process trainings/instructions and prepare process manuals
• Conduct training needs analysis and identify training needs for the associates
• Identify underperformers and devise a performance improvement plan for them
• Ensure the achievement and maintenance of competence as required by the company’s training and competence (T&C) scheme
• Conduct monthly refresher session for the team along with a process knowledge test
• Generate periodic quality reports for the team manager and quality team and
• Conduct employee engagement programs for the team

Location:Mumbai
,India
Time Type:Full time
Contract Type:Permanent