0124-CH-013 Process Excellence Lead

Process Excellence Lead

Are you a customer-focused team player and self-starter?

Do you have Project Management experience and the ability to take initiative?

About our Team

The Process Excellence team is responsible for improving processes and services related to Global Researcher Support and Customer Experience to achieve pre-defined results.

About the Role

This role will support customer query & journey analysis and develop strategy for a seamless and queryless customer journey. The role requires conceptual and practical expertise in the process excellence area.

Responsibilities

Customer Journey Management

• Be responsible for reviewing the customer journeys on journal portfolio.
• Monitor and understand trends, bottlenecks, and anomalies in customer queries. To identify key issues, offer deep insights to create more meaningful conclusions.
• Develop strategies per query channel and execute the same to drive queryless customer journey by eventual reduction in query per submission.
• Help researcher support agents deliver high standard of support and service to customers to maximise their satisfaction.

Process discovery and build quality project pipeline.

• Collaborate with various stakeholders in Journal Operations to identify areas, workflows and processes that are non-value add.
• Troubleshoot problems related to the broken workflows.
• Build a solid roadmap of improvement opportunities that could feed into Project Management pipeline as well as hold the right people accountable for solving these issues.
• Be accountable for the delivery of identified opportunities, trainings and mitigate process bottlenecks.
• Maintain, compile, analyze, and report metrics of improvement projects.
• Offer inputs to RS agent trainings to uphold the precision in process adherence.
• Use problem-solving, critical thinking skills, and independent thinking to overcome challenges.

Communication & Champions the Change

• Create an engaging communication channel that reaches everyone in JOps to showcase our focus on improving the CX, the progress being made through the projects and initiatives that are being rolled out.
• Work collaboratively and conscientiously, and openly demonstrate a positive and constructive approach to feedback and conflict.
• Facilitate innovation, problem-solving (CI), and process improvement workshops and events to challenge status quo.
• Effectively manage change and conflict during process fixing and deployment.

Engagement and Self Development

• Complete adhoc training with small groups to support improved query handling techniques using examples of dissatisfied surveys as case-studies that can feed into the RS training program.
• Advocate and encourage completion of existing training programs that support the development of customer service skills such as STAR, Intuitive Customer Program, CX Essentials etc.
• Use training and self-development resources to drive own development; guide individuals leading CX projects.
• Act as a subject matter expert and a catalyst supporting innovation, projects and initiatives facilitated by RP, STMJ, APS, and other project groups.

Requirements

Functional and Technical Competencies

• Strong understanding of the editorial and production processes
• Reporting and data analytical skills
• Demonstrated project management skills using Lean Six Sigma and CI initiatives.
• Results focused across multiple teams.
• Strong organisation and planning skills
• Stakeholder management and influencing skills through clear and persuasive communication.
• Ability to lead and run process improvement workshops.
• Proven experience of providing best in class customer service through previous roles

Education, Knowledge, Skills and Experiences

• Project management qualification such as PRINCE2, L6S, Agile, or equivalent
• Minimum of 5 years’ experience within the publication process
• Excellent verbal and written communication skills.
• Ability to foster collaboration within and across teams, divisions, and regions, and integrate different viewpoints.
• Highly self-motivated individual with passion and enthusiasm for transformation.
• Strong analytical and logical reasoning capabilities.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, family leave and tuition reimbursement, we will help you meet your immediate responsibilities and long-term goals.

· Working remotely from home and at our office in a hybrid working style.

· Working flexible hours - flexing the times you work in the day in discussion with your manager.

Working with us

We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.

At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

· Group Health Insurance Policy (covering self and family)

· Group Life insurance/accident policy

· Generous long-service awards

· New Baby gift

· Subsidised food provided (applies to India- Chennai)

· Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazetted Public Holiday and Maternity/Paternity Leave

· Free Transport provided to and from the office (applies to India-Chennai)

Working for you

About Us

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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PURPOSEFUL WORK

When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.

GROWING EVERY DAY

Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.
COLLEAGUES WHO CARE
You will be part of the Elsevier family. We will support your well-being and provide the flexibility you need to thrive at work and home.
Together, we create possibilities.

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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