**Role**:Account Manager**Timings**:Day Shift (Permanent)**Industry**:BPO**Work Mode**:Work from office**Functional Area**:ITES / BPO / Customer Service**Process**:VoiceKey Skills: Assessment of Risk CRM (Customer relationship Management) Customer Relations Risk and Complaince Six Sigma Green Belt Customer Engagement Customer Care ecommerce platform customer support- Responsible for Operational Excellence initiatives for the Clients in the E-Com (MOD & CS) and Global- Payment (Risk Ops & CCO) verticals.- Define and execute value generation roadmaps leading to large meaningful impact to Clients and TP.- Enhance User experience in the E-Commerce and Global Payments space by continuously improving onproducts that are serviced.- Identifying Automation opportunities that can be implemented with full stakeholder buy-in.- Creating an ongoing pipeline of ideas in the dynamic space of Trust & Safety and Global Payments,delivering value for the clients.- Proactively identify opportunities, solve problems, and guide operational excellence, sitetransformational efforts to implementation.- Develop and provide statistical analysis utilizing control charts to assess process capability.- Actively drive the development and sharing of best practices, lessons learnt in cross process teamimprovements.- Provide LEAN and 6-sigma expertise in problem solving; identify and lead projects with teams.- Coach, mentor, and work with all colleagues in the execution of multiple projects simultaneously.- Continuously challenge the status-quo by encouraging innovation and calculated risk taking.- Serve as a process team SME for Innovation; conduct workshop in instilling the culture of ideation,innovation, and transformation.- Monitor Process performance to determine key opportunity areas to continuously improve performance**Requirements**:- Experience in driving/ participation in driving large transformation and innovative scalable solutionswithin the Trust & Safety / Ecommerce Content Moderation / CS / Risk Ops / Payments CE teams.- Minimum of 4-5 years of experience in leading Business Excellence, Innovation, Transformation inBusiness Process Outsourcing.- Patience, understanding and resilience when managing complex situations and competing priorities.- Bachelor's degree from recognized university.- Data visualization experience to provide insights and able to succinctly articulate value.- Experience with designing experiments, tools, and measures, establishing hypotheses and leadingprojects from end to end.Preferred Requirements- Experience in Innovating & delivering value in the Trust & Safety / Ecommerce MOD & CS / Risk Ops /Payments CE space.- Experience in tool development and deployment in the above space.- Experienced and certified in Six Sigma - Green Belt / Black Belt Methodology, PMP certification.- Excellent communication and client management skills, presentation abilities and stakeholdermanagement.- Proven ability to work independently.- Ability to be flexible and work creatively and analytically in a problem-solving environment.- Creative thinking/innovative mind-set.- Project delivery - timeline and milestone management, Stakeholder relationship management.- Ability to engage senior client management on offerings, emerging issues in focus.- Demonstrated ability to interface with multiple levels of management.
