HGS - GM - Quality & Business Excellence

HGS is a world leader in Customer Relationship and Business Process Management. Our operational excellence, combined with functional expertise, has made us the “Preferred Partner” for most of our clients.

HGS has a global footprint with 55 delivery centres in India, US, Canada, Jamaica, Mauritius, Philippines, Germany, Italy, Netherlands, France and UK. With our targeted solutions, designed for the diversified sourcing and servicing needs of our clients, we live by our mission of making our clients more competitive. The Contact Centre & Back Office Services Division houses multiple international voice centres & back office processing units for leading Insurance, Telecommunications, Pharmaceuticals, Life Sciences, Banking & Financial Services, Consumer Electronics / Products, Technology, Automotive, Government, Media & Entertainment, Energy & Utilities and Transportation & Logistics companies.

With an inspired global team of over 23,000 people, we partner with our clients to deliver outsourced contact centre and back office solutions that improve business processes and strengthen customer relationships. For more details please visit us at http://www.teamhgs.com.

Location: Bangalore

Designation: General Manager/ Associate Vice President

Reports to: Vice President

Key areas of responsibilities (KRAs)

- Deployment of Excellence Assessment across the organization.

- Implementation of Business Excellence initiatives e.g. CSAT, Internal Partners Satisfaction (IPSAT), Operations Self Assessments (Health checks).

- Deployment of Discovery Methodology, Transition Methodology, Continual Improvement Methodology, Operations Methodology applicable to Healthcare business.

- Alignment of organizational metrics to Excellence frameworks.

- Implement strong governance to address Operations Quality and Improvement projects and initiatives.

- Build team capability.

- Participate in client interactions through formal and informal channels towards ensuring attainment of objectives associated with the key deliverables.

- Support Account Management through active participation in client interactions during visits, due diligences, client reviews and any other form that may arise.

- Drive Transformational value creating initiatives/projects.

Skill Required:

- Strong Program management skills.

- Strong domain knowledge in international healthcare processes and products.

- Complete knowledge and implementation experience of Excellence models.

- COPC registered coordinator and implementation experience of COPC.

- Knowledge of ISO9000, ISO27000, HIPAA is added advantage.

- Work experience as Quality consultants will be an added advantage.

- Capability to train and conduct workshops in Business Excellence.

- Ability to identify process re-engineering requirements against end to end service provisioning in healthcare domain.

- Ability to work across various geographies.

- Strategic approach to problem solving.

Years of experience.

- Over 15 years of which at least 6 years in a BPO/ITES.

- Preferably, should have held leadership position in the Quality/Business Excellence function of a small BPO for about 2 to 3 years.

- Experience in Healthcare domain would be an added advantage.

- Excellent communication/presentation and articulation skills

Qualifications (including certifications)

- Graduate OR Post-graduation in any discipline.

- Diploma in Business Administration would be an advantage.

- BPR/ Process Transformation

- Six Sigma Black Belt

- Registered Coordinator of COPC Gold.(desirable but not essential).

Internal Customers, if any

- Operations

- Transition & Solution Design

- Senior Management of the geography.

External Customers, if any

- All customers of the organization

Please send your updated resume in case this requirement is of your interest.