Sr Cx Op Exc Professional - Gurgaon @ Honeywell

Job Description

Role & responsibilities

• Manage continuous improvement programs and drive HUB alignment to HON and HBT standard processes and digitization initiatives with focus on ease of use and productivity
• Responsible for internal communication to ensure that the process consistency and standard work are being followed/enforced
• Lead the optimization of HBT tools, systems and programs and ensure current and future technologies are understood and ready to be properly adopted
• Design, collect and report HUB performance metrics; support KPI improvement projects
• Develop, compile and provide governance for Standard work handover documents
• Drive root cause investigation on corrective actions and a strong service culture
• Support HBT MOS to reduce cost to serve, and identify annual productivity opportunities
• Implement Quality Management System (monitoring for cases, calls and order entry and feedback framework) across operational teams in HUB
• Consolidate results and provide feedback of verbal and written call audits at HUB level with recommendations for actions/improvements
• Evaluate adherence to standard business processes and identify improvement opportunities by engaging SMEs and assigned Global FE Leaders
• Analyze operational metrics impacting and follow up on detractors/action plan implementation
• Support supervisors and management in escalating/enforcing Customer Experience process management
• Lead training HUB training/coaching sessions.

Preferred candidate profile

• University degree in business administration OR commercial/technical education with additional higher diploma in business administration
• Min 5 years work experience working in an international work environment
• Experience in Projects, process improvement
• Prior experience of process mapping evaluation and to identify opportunities for improvement
• Use of Six Sigma / Lean Management / HOS in the workplace- valuable. Green Belt Certification or higher preferred
• Experience in participating in Change Management, business improvement projects

Job Classification

Education

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Order Management Order Fulfillment SAP Order Management System Continuous Improvement Process Improvement Order Processing Salesforce