Manager - Process Excellence - BPO/ITeS

Role : Black Belt - Lean Six Sigma, Process Excellence Manager

Reporting to - Vice President Global CX Transformation

Location - Gurgaon, India (work from office)

Work timings - 24x7 (US shifts)

Job Description, Desired experience and skills :

- Identify and scope key process improvement opportunities within Travel domain Customer Service / BPO Operations - Voice, Chat, Back-office.

- Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes).

- Preference to candidates who have supported, Travel, e-commerce, customer service processes in Process Excellence capacity

- Strong understanding of contact centres and multi-service channels

- Lean/ Six Sigma Black Belt Certification through a recognized, national organization

- Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation

- Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).

- Strong problem-solving, analytical and quantitative skills

- Demonstrated ability to guide and manage business change and transformation projects

- Ability to analyse qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences.

- Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics.

- Able to work within a team however be self-sufficient as an individual contributor in driving change within complex matrix working environments.

- Comfortable managing work that combines the use of data analysis, and business process improvement, with service design thinking.

- Knowledge and experience in understanding and identifying process gaps and opportunities for RPA and digital automation deployment

- Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.

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

- Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives.

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

- Active participation in WBR/MBR/QBRs with internal stakeholder & clients

- Represent Process Excellence during client / internal review calls and present analysis/ insights/solutions/improvements

- Manages Client expectations and ensures Client satisfaction.

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

- Experience / knowledge in RPA, automation and digital operations preferred

- Present project analysis and findings to senior leadership to share insights, obtain approvals, and other requirements

- Strong knowledge and experience in Process Improvement Techniques/Certification Black Belt in Lean, Six Sigma and Digital transformation

- Capability to conduct workshops on Process Excellence Tools Techniques

- Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations

- Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment

- Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances

Qualification, Experience required :

- Bachelor's/Master's degree in any discipline from a reputed and recognized university

- Certified Black Belt in Lean and Six Sigma from a reputed certifying body, with an outlook to automate, digitize and simplify processes

- 12+ years working experience, 5 years + experience in Process Excellence and Quality function

- 10+ years working experience in BPO/KPO/Contact Center/Travel Vertical

- Excellent communication skills and exposure to International assignments and/or client engagement with the ability to communicate at all levels.

- Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes.

- Application experience and skill (MS Excel, Visio, PowerPoint, Word; MINITAB, or other analysis tools)

- Exposure to Data analytics tools such as Power BI or other equivalent

- Proficient in using Microsoft Office applications, especially Microsoft Excel and PowerPoint.