Manager - Quality/Process Excellence - F&A Domain - BPO

Essential Functions :

- Would be responsible for leading the PE Corporate initiatives in Bangalore

- Training & Certifications -Would be responsible for improving the certification and training penetration for LSS F&A-South India

- Project Management - Would be mentoring and supporting other PE leads in LSS projects

- Reporting - Would be working with client areas in creating weekly/monthly reports on PEI, DNA, AIM etc

- AIM - Would be driving AIM idea- penetration, evaluation & Implementation through awareness, followup and best practice sharing

- Would be driving other PE initiatives like BEF, QA model etc

- Trainer -Would be conducting trainings for QC Certification, Lean, Asset and GB trainings

- Event Management -Would be organizing corporate level PE events like Business Excellence fair, QC Certification & Orientation, Quarterly R&R etc

Primary Internal Interactions :

- QCA's

- PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP

- Ops AM, Lead AMs, Managers, Sr. Manager, AVP, VP

- Migrations Managers, AVP

Primary External Interactions

- Client, for the process quality interactions and calibrations

- Client(s) for project reviews

Organizational Relationships :

Reports To : AVP - Quality & Process Excellence

Supervises : AMs, Lead AMs

Skills :

Technical Skills :

- Excellent working knowledge of MS Office - MS Excel, Power Point, Word Doc, Outlook

- Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred

Process Specific Skills :

- Should have knowledge of F&A domain

- Lean Six Sigma BB Training / Certification from reputed organization / institute

- Knowledge of quality systems (ISO, COPC) preferable

- Should have conducted PE trainings

Soft skills (Desired) :

- Finance and budget planning

Soft Skills (Minimum) Functional

- Operational planning and process management to effectively plan, prioritize and execute everyday QC operations

- Knowledge of quality assurance, process improvements, domain, etc

- Monitoring and Reviewing

Leadership ;

- Fosters a spirit of collaboration and team work

- Ability to relentlessly pursuing excellence

- Demonstrates an intellectually agile and analytical approach and thought process

- Acts as Brand Ambassador

- Ability to win talent war through effective people management

General :

- Conformance to policies / compliances with auditing skills and eye for details

- Ability to coach and give feedback on an ongoing basis.

- Strong written and verbal communication skills

- Project management skills and ability to lead in a continually challenging environment

Education Requirements :

- Graduate in any stream

- Black Belt training / certification

- Exposure to quality systems (ISO, COPC, etc) preferred

Work Experience Requirements :

- Minimum 5 years of total work experience with at least 2 years of relevant in BPO / ITES industry

- Must have led at least 3 to 4 BB projects with significant savings

- Minimum 1 year in current role / assignment