CoE - Centre of Excellence - Executive

Company Description Valethi Technologies helps organizations remove process chaos and accelerate business outcomes through value-driven digital solutions. The company supports small, mid-sized, and enterprise clients across industries such as distribution, manufacturing, consumer goods, and healthcare to achieve higher process efficiency, smarter decision-making, and greater agility. With a team of 200+ experts, Valethi focuses on process automation, unified data and intelligence, and web and mobile solutions that enhance customer experience and operational performance. Valethi serves customers across India, Europe, the Middle East, Africa, Asia, and Australia. Guided by the principles of value and ethics, the company emphasizes high-quality outcomes and integrity in all relationships with customers, partners, and employees.

Role Description:

The COE Executive provides horizontal governance across Logistics, Billing, Collections, Operations and Customer Service. The role monitors SLAs, data hygiene and process compliance consistently across every tower and account. The executive also acts as a trained backup for leave and peak volume.

Key Responsibilities:

Governance and Reporting

• Run the daily governance cycle across all towers and publish the dashboard on time
• Track every tower against its SLA and flag breaches the same day
• Escalate breaches as per the escalation path to the tower manager and the VP Operations
• Ensure every reported number comes from a system export, never from a screenshot
• Maintain weekly and monthly trend reports by tower, region and account

Data Hygiene and Controls

• Run standing hygiene checks across towers, including blank follow up comments in Collections, pending lines without comments in Billing, missing reason codes in Operations and aged tickets in Customer Service
• Report exceptions to tower owners and track them to closure

Process Compliance

• Audit SOP adherence across towers on a sample basis
• Identify gaps and recommend process standardisation across accounts
• Maintain up to date process notes for every tower supported

Business Continuity

• Train in phases across Logistics, Billing, Collections, Operations , Customer Service and Other teams as needed
• Cover leave and peak volume at short notice without impact on SLAs

Skills and Experience:

• 1 to 4 years in shared services, BPO, finance operations or service governance
• Strong MS Excel skills, including lookups, pivots and data validation
• Exposure to Zoho Desk, Airtable, Power BI or ERP reporting is an advantage
• Strong analytical skills and attention to detail
• Clear Verbal & written English for leadership and client reporting
• Flexible to work shifts aligned to client hours

Key Performance Indicators:

• Daily governance dashboard published on time: 100 percent
• SLA breaches flagged and escalated on the same day: 100 percent
• Reported figures sourced from a system export: 100 percent
• Hygiene exceptions closed within 5 working days: 95 percent
• SOP compliance audits completed per tower each month: minimum 1
• Process improvement or standardisation recommendations per quarter: minimum 2