Manager- Process Excellence - BPO

Key Responsibilities

- Responsible for BPO business process analysis, design and optimization

- Drive Lean and Six Sigma projects

- Device the process excellence strategy and design various enablers for smooth execution of the same.

- Redesign critical business processes to support exponential growth

- Drive Business Excellence agenda, Conceptualize framework for Business Excellence Model, develop benefit measurement matrix, Scorecard management, Integrating vision and strategy, to deliver improved and predictable business results.

- Support the successful execution of the Process Excellence program, by identification of improvement opportunities, defining robust methodologies, involving suitable individuals into the program and marketing of successes.

- Support the local Business Improvement Competition teams with proven improvement methodologies to ensure successful completion of their projects.

- Develop and lead the change management program that establishes a culture of excellence and leads the organization to sustainable levels of Process and Business Excellence.

- Add value in various analysis and identify wastes and opportunities for the business to improve

- Understand customer requirements for process development/modification, and advise on better approaches to overcome the bottlenecks and increase efficiency

- Develop and facilitate a strong working relationship with business partners through ongoing coordination and effective communication and, when warranted, demonstrate conflict resolution skills

Soft skills

- Out-of-box thinking

- Project Management skills

- Stakeholder management

- Strategic orientation

- Planning and organizing skills

Qualifications and Experience - Graduate + MBA (desirable)

Certified Six Sigma Blackbelt (Must)

- Min 3 years of relevant experience

- Process Excellence experience in a BPO with some voice experience

- Should have led 5 improvement projects in a BPO

- Experience in robotic process automation will be an added advantage

- Strong analytical, oral communication, and technical writing abilities

- Flexibility and proficiency with voice BPO applications and operations