Assistant Director/Senior Manager - Process Excellence - Black Belt Certified - Big4

Job opening with one of our client which is one of the Big4's for the position of Assistant Director/Senior Manager - Process Excellence - MBB for Delhi NCR location.

Job Description :

The role requires candidate to independently design, improve, and implement framework/ methodology for the following service excellence pillars :

- Continuous improvement

- Quality management system

Voice of Customers (VOC) - The candidate must be a self-starter and bring thought leadership, independently drive change, manage multiple stakeholders, demonstrate people leadership and must possess very strong communication & technical skills.

Core Responsibilities :

Continuous improvement :

- Bring in though leadership to drive CI/PI & build strong DNA within Service Excellence and Service Delivery teams.

- Mobilize commitment with stakeholders at all levels

- Independently manage and develop strong pipeline of improvement ideas in multiple service functions by running workshops and other innovative methods

- Must have strong experience in executing and mentoring GB & BB + improvement projects

- Must have hands on experience in guiding and mentoring BBs & GBs

- MBB certification is desirable. Must be at black belt certified

- Guide operations and quality team on Quality tools, Techniques & PI/ CI, Drive quality culture in operations

Quality management system :

- Bring in industry best practices to improve & strengthen QMS framework in organization

- Design, guide/mentor teams to help in setting up SLA, KPI's. Work with Operations and Customers to define measurements framework and implement it.

- Monitor performance of the process by gathering relevant data and producing statistical reports.

People & other responsibilities :

- Ensure very strong management on output to ensure positive ROI.

- Provide guidance, direction and evaluation of work of team MEMBERS, provide regular feedback on staff performance

- Design and implement strong people roadmap

- Collaborate with bigger team, create synergies, identify and implement best practices and ensure no conflicts

- Provide guidance & leadership support not just to direct reportee but to the other team members as well

- Use technology to continually learn, share knowledge with team members, and enhance service delivery

- Demonstrate professionalism, competence and clarity of communication when dealing with the clients and leadership