Head - Service Excellence - Business Consulting Firm

Position : Service Excellence - Head

Location : Airoli, Navi Mumbai

Principal Accountabilities :

Quality :

- Ensure application of appropriate metrics and six-sigma methodologies; quality planning tools and statistical tools for audits

- Ensure resource readiness to build capability for SLA delivery through robust service excellence framework

- Review audit reports to improve process delivery and analyses data to allow early detection of quality risks

- Provide on-the-ground project support for the process optimization and enhancement initiatives

- Build and review cross training frameworks at both intra & inter team level to assess change impact, mitigate risk and analyze the root causes of issues

Technical Trainings :

- Ensure process and technology training plans are developed and executed and communicated to key stakeholders

- Manages the in-house or outsourced certification programs

- Builds capability amongst other team members across SSC in lean and six-sigma methodologies as per their role requirement

- Plans training and other activities for enabling new work migration and projects' implementation

Projects :

- Co-coordinates the process optimization and enhancement projects in collaboration with the SSC Lead

- End-to-end planning and implementation for assigned projects

- Builds relationships with business leaders, transitions new or revised processes into SSC and manages business and HR leadership facing activities

Risk Management and Data privacy :

- Implement and Manage the Information Security Management System

- Data Privacy

- Implement and Manage the Business Continuity Management System

- Identify all risk families and areas for HRSSC and ensure sufficient controls

- Incident Response Procedures

- Audits and Assessments

Strategic and planning related :

- Assists in design and development of analysis tools or processes, and training material on these tools to ensure operational excellence

- Supports HR Management in the successful delivery of projects including process change, administrative support for large employee exercises

- Identifies, manages change and implements system enhancements and process re-engineering

Governance mechanism :

- Effectively communicates issues and recommendations to management both within and outside the SSC team

- Monitors the service delivery metrics for training and quality efficacy and publishes the operational scorecards

- Ensures quality standards are adhered to at all times.

People management :

- Drives a culture of performance amongst subordinates - sets goals, reviews and manages performance, guides, counsels and provides feedback on performance to ensure a motivated and committed team

- Develops the capabilities to take on higher responsibilities while performing the given / in-charge responsibilities at various levels

- Develops processes to enhance communication and sharing of best practices in the team

- Facilitates the team's ability for accurate and timely delivery