AGM/Manager - Process Excellence - BPO

AGM/Manager - Process Excellence

MNC Business Process Outsourcing Company

Locations:

Mumbai - 2 positions

Delhi - 2 positions

Chennai - One position

- Responsible for leading the quality department: six sigma projects, reducing process gaps, process re-engineering and process quality

- Facilitate the following initiatives:

- Certifications (COCP etc.)

- Quality Improvement Programs (Six Sigma etc.)

- Program Quality (drawn from client contracts & SLAs)

- Lead and facilitate cross-functional teams in achieving continuous improvement objectives on major business projects through the use of six-sigma methodology

- Assist teams in process capability improvement studies and cost reduction projects

- Ensure regular audit and validation to ensure systems are being followed, suggest improvisations wherever necessary

- Monitor performance of the PI SPOCs to ensure accuracy and timeliness of delivery

- Help and assist COPC team leaders in achieving the department objectives and track their performance.

- Responsible for Six Sigma training of new joinees

- Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training

- Build effective vertical and horizontal communication channels

- To be a role-model for the Team in terms of performance/ behavior/ attitude

- Formulate long term plans for the development and motivation of the team

- Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.

- Offer cordial work environment and cohesive work relationship to the reportees to facilitate performance.

- Coach and mentor sub-ordinates by involving them in decision making process

Qualification(Education):

- Bachelors degree in any discipline.

- Must posses a Black Belt certification in Six Sigma methodology.

- Awareness or Attendance in Certificate Courses in COPC and other quality initiatives would be an advantage

Desired Years of Experience:

- Total workex of 6 plus years.

- 3-4 year of prior experience of working in Quality initiatives.

- Must have at least 12 months of six sigma project experience.

Desired Industry Exposure: BPO, ITES.

- Should have knowledge of Indian BPO Scenario Experience in dealing with multi-location assignments. Prior experience with BPO industry preferred.

Desired Role Exposure:

- Should be conversant in Six Sigma concepts, tools, techniques, usage of Statistical Quality Control techniques. Adept at communicating across business and cultural barriers to ensure customer satisfaction.

Competencies Critical For The Role (behavioral):

Competency:

- Business Acumen: Passionate about maximizing his area of operation’s contribution to the business profitability and growth. Does not lose sight of the commercial impact of actions.

- Customer Focus: Delivers a customer-centric culture in the organization. Proactively anticipates and provides holistic solutions to delight customers. Responds to customer expectations and improves customer satisfaction indices (CSI) better than the market.

- Coaching and Mentoring: Believes that each individual has unique strengths and talents. Believes that people can develop their capabilities. Personally invests time in coaching and mentoring to develop his people. Provides constructive feedback.