Senior Manager - Process Excellence
CurrentAs a Training Manager, I am responsible to drive On Boarding & training across Credit, Collections and Cash Applications. In this role, I ensure smooth hiring and transition through on-boarding, process training and certification by coordinating with SME’s & Managers in operations. In addition, I am responsible to oversee continuous quarterly assessment gauging knowledge and performance with SOP’s, process updates and changes rollouts along with process documentation.As a Quality Manager, I lead a team of seven Quality Auditors and I am accountable to identify process gaps to control errors & enhance process quality, thereby improving customer experience and productivity using variety of measures and management systems, such as total quality management (TQM). Through regular audits, we review customer requirements and ensure compliance to Oracle business policies & practices, setting up and maintaining controls and documentation procedures by making suggestions for changes, improvements and how to implement them.As a Divisional Process Owner (DPO), I have been instrumental in successfully sharing best practices and implementing policy & procedural process changes which has had significant process improvements in collaboration with all regional stakeholders. On the other hand, I am responsible to bridge process & procedural gaps for better operations with both upstream and downstream processes.Other items: Deliver Process Training, Deliver Competency Training & Project Management
