DGM - Process Excellence

Position : Deputy General Manager – Process Excellence, MNC BPO

Location : Delhi, Mumbai, Chennai, Bangalore

KEY RESPONSIBILITIES :

- Process Re-engineering/Innovation:

- Directs the activities of the Process Excellence team, which involves defining, designing and implementing continuous improvement programs.

- Enhance process capability from the current base-line through process improvement methodologies

- Lead and facilitate key organizational initiatives on Process excellence

- Works with site management team and other levels of line management regarding performance metrics to measure program success.

- Collaborate with cross-functional teams, and network Process Excellence resources to share and apply best practices.

- Analyze current operations and develop One Pagers (Snapshot view of Process Overall Performance) and Identify ICU Metrics.

- To identify new project opportunities and financial benefits.

- Determine key drivers to meet the business objectives (Both to improve ICU Metrics and also driving VAS – Value Added Projects )

- Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture

- Coordinate with other Process teams to identify cross-program dependencies and leverage resources appropriately.

- Conduct process excellence audits periodically (including Transaction Monitoring Audits, etc.,)

Compliance :

- Plan and execute a rigorous Training structure across the organization.

- Implement and maintain systems to enable project resource planning, prioritization and progress tracking.

- Manage overall Lean Six Sigma capability building strategy for the site/client.

- Monitoring and continuous improvement on critical metrics (ICU Metrics) and performance

- Drive standardization and strong knowledge re-use structure (Knowledge Management)

- Facilitation of Conquest Deployment

TEAM RELATED:

- Set performance goals and targets for team members.

- Track performance and ensure results are delivered.

- Guide, coach and mentor team members.

- Cascade relevant information to team members.

- Identify and groom key resources to take on additional responsibilities / larger role.

- Enable team members to participate in learning / development initiatives.

CLIENT SPECIFIC / ORIENTED:

- Conduct diagnostic studies on the key accounts identified and implement a Process excellence framework in line with the business objectives

OCCASSIONAL RESPONSIBILITIES:

COPC (Customer Operations Performance Center):

CWFM – Central Work Force Management

Be Part of Six Sigma / Lean Project Consulting Assignments

QUALIFICATION (Education):

- Bachelor degree in any discipline is must

- Preferred degree in Engineering or Statistics / Masters degree in any discipline

- Black belt certification

- Lean Certified / Trained

- Understanding of COPC, ISO (or other frameworks)

DESIRED YEARS OF EXPERIENCE: 8+ yrs

DESIRED INDUSTRY EXPOSURE: Manufacturing/IT/ITES (Preferrable is BPO)

DESIRED ROLE EXPOSURE:

- Atleast 6 Yrs in Quality of which atleast 4 Yrs in Process Improvement Role (Driving Projects) is mandatory.

Personally done (Project Lead) for 3 to 5 Black Belt Projects and mentored atleat 10 Projects.

MANDATORY SKILLS

- Project Management

- Cross functional networking

- Analysis and Problem solving

PROCESS ABILITIES

Six Sigma/Lean Certification

Business standards/excellence frameworks like PCMM,COPC High

Please email your CV with the subject line marked "DGM – Process Excellence" and email to arvind@leadsearch.biz

Please mention CTC , ECTC , DOB , Postal address and notice period details.