Senior Manager - Service Excellence

Job Description

As a Senior Manager / Associate Director of Service Excellence at Emeritus, your role involves leading the Quality Assurance, Quality Control team, Continuous Improvement (Lean Management), and Training/Knowledge Management with a primary focus on Quality Assurance. You will be responsible for managing customer experience (B2C) across LMS Management, Webinar Management, Program Support, and Admissions processes. Your main objective will be to innovate and automate processes to enhance learner experience, improve process efficiency, and ensure data security.Key Responsibilities:- Project Planning & Execution: - Decide vertical priorities based on organizational strategy and goals. - Own end-to-end execution of strategic initiatives. - Work on tactical and strategic projects to enhance learner experience and drive cost efficiency. - Partner with business teams to streamline processes and drive business growth. - Conduct risk assessments and minimize risks. - Spearhead change proposals and obtain stakeholder buy-in. - Design and implement communication strategies. - Ensure deployment of improvement projects.- Process Design & Re-engineering: - Develop policies related to function/process. - Support ISO team with process documentation. - Define SOP, CTQs, and process definitions. - Identify process risks and optimization opportunities. - Conduct analysis like SWOT, PESTEL, etc.- Governance & Compliance Audit: - Define critical process CTQs. - Maintain compliance process repository. - Liaise with relevant departments for compliance obligations. - Design audit formats. - Conduct audits and maintain compliance references.- Innovation & Continuous Improvement: - Generate ideas and maintain a knowledge bank. - Conduct training on quality standards. - Support kaizen projects.- Escalation Management: - Ensure rapid response to CEO escalations. - Conduct root cause analysis. - Consult with various teams on learner responses. - Maintain corrective action register.- Quality & Training: - Establish quality & training framework. - Plan and execute efficiency in quality. - Review quality check points. - Drive change management.Core Competencies:1. Persuasive leader2. Excellent communicator3. Collaboration & teamwork4. Pragmatic quality approach5. Problem-solving & problem prevention6. AccountabilityKey Skills and Experience:- Six Sigma Green belt/Black Belt certification.- BPM/COPC/Project Management Certification (advantageous).- Min. 5 years of experience in process re-engineering and audits.- Experience in B2C delivery processes.- Knowledge of contact center operations and metrics.- Proficiency in MS Visio, MS Excel, and Lucid charts.- Strong analytical and problem-solving abilities.- Ability to deal with senior stakeholders.- Experience in ISO or process audits (advantageous).Other Requirements:- Minimum Graduate degree.- Experience working with a global company preferred.Emeritus is dedicated to providing equal employment opportunities and fostering a diverse and inclusive workplace environment. As a Senior Manager / Associate Director of Service Excellence at Emeritus, your role involves leading the Quality Assurance, Quality Control team, Continuous Improvement (Lean Management), and Training/Knowledge Management with a primary focus on Quality Assurance. You will be responsible for managing customer experience (B2C) across LMS Management, Webinar Management, Program Support, and Admissions processes. Your main objective will be to innovate and automate processes to enhance learner experience, improve process efficiency, and ensure data security.Key Responsibilities:- Project Planning & Execution: - Decide vertical priorities based on organizational strategy and goals. - Own end-to-end execution of strategic initiatives. - Work on tactical and strategic projects to enhance learner experience and drive cost efficiency. - Partner with business teams to streamline processes and drive business growth. - Conduct risk assessments and minimize risks. - Spearhead change proposals and obtain stakeholder buy-in. - Design and implement communication strategies. - Ensure deployment of improvement projects.- Process Design & Re-engineering: - Develop policies related to function/process. - Support ISO team with process documentation. - Define SOP, CTQs, and process definitions. - Identify process risks and optimization opportunities. - Conduct analysis like SWOT, PESTEL, etc.- Governance & Compliance Audit: - Define critical process CTQs. - Maintain compliance process repository. - Liaise with relevant departments for compliance obligations. - Design audit formats. - Conduct audits and maintain compliance references.- Innovation & Continuous Improvement: - Generate ideas and maintain a knowledge bank. - Conduct training on quality standards. - Support kaizen projects.- Escalation Man

Keyskills :
Quality AssuranceQuality ControlContinuous ImprovementLean ManagementTrainingKnowledge ManagementProcess DesignChange ManagementAutomationRisk AssessmentProject PlanningProject ExecutionRoot Cause AnalysisGovernanceInnovationEscalation Mana