- Facilitate the development of the process documentation (Procedures and policies) for the assigned processes.
- Trains and coaches the operations personnel to develop and maintain the process documentation created.
- Helps in developing metrics / KPIs for the assigned processes (measures the depict efficiency and effectiveness of the processes).
- Reviews operational definitions for the process metrics developed to ensure there is no ambiguity in collecting and tracking the metrics.
- Helps in creating data collection templates for the KPIs defined.
- Performs bench marking of process, practices and metrics to ensure processes continue to mature and evolve over a period of time.
- Develops targets for KPIs to ensure optimal performance of processes and personnel involved.
- Conceptualizes, creates, and rolls out dashboards that showcase the performance of the processes.
- Leverages the dashboards created to facilitate periodic business reviews by involving all the associated employees and process/business leaders.
- Supports in identifying performance gaps in the process definitions, process adherence.
Job description provided by Conduent.
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