General Manager - Quality - Black Belt Certified - Insurance Domain - BPO

Salary : 20 LPA

Looking for someone who is having strong practical experience in Insurance domain with preferably from BPO industry

KEY ACCOUNTABILITIES :

- Drive strategic transformation roadmap for client accounts leveraging BPR, Automation, Analytics

- Drive customer communication

- Drive Six Sigma and Lean projects

- Drive QNS within the team

- Drive SLA adherence / Customer CTQ - ensuring all parameters are met and corrective and preventive actions are taken

- Drive VOC actionable across the team and maintain/improve the scores

- Drive inputs from VOC for improvements

- Contribute and present in client/customer reviews/meetings

- Adhere to compliance to Quality standards (ISO, COPC etc)

- Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRC, Operations-review, dashboards, BQCs)

- Follow appraisal and feedback mechanism

- Drive Continuous Improvement projects

- Initiate and best practice sharing across the team

- Drive people development by aligning to the Quality DNA program

- Drive culture of data based decision making

JOB RESPONSIBILITIES :

- The jobholder is responsible for running improvement initiatives across the company as well as at client sites. This includes identifying possible improvement opportunities, making improvement plans, implementing them, and ensuring handover to Operations, transfer knowledge and skills learned during the expert training sessions to other employees.

Requirements :

- Should be a Certified BB

- Should Have worked in the Insurance Area

Preferred : Should Be Master Black belt Certified