Manager/Senior Manager - Business Excellence - Six Sigma/Black Belt Certified - BFSI

Purpose of the Job :

- Business Excellence resource responsible for driving Process & Service Excellence in line with the overall Business Excellence Roadmap of the company. It is a high visibility role that will make significant impact to the operational, services and financial performance of the organization as a whole. The institutionalization of sound Business Excellence practices (including planning, monitoring, correcting, and reporting) will be a key part of the role.

Key responsibilities Driving Business Impact :

- A key priority would be to create business impact (financial as well as non financial) along with best in class metrics by analyzing opportunities and driving high impact Six Sigma/Lean/ Innovation/ Business Process Re-engineering projects.

Institutionalize Process/ Service Excellence culture across the organization :

- The incumbent will need to Champion Process/ Service Excellence in the organization. His/her key role will be to inculcate a Process Excellence culture and make it a part of the DNA of the employees and the organization. He/she will need to drive a detailed program of establishing strong service culture within the organization by deploying mystery shopping programs, measurement of CSAT/ DSAT scores for External and Internal Customers and related action planning and closure, Create Differentiated Service frameworks and related processes.

Implement Compliance, Control and Feedback Systems :

- The incumbent will need to establish Process & Service Excellence standards and conduct regular Process Quality audits and reviews to ensure process compliance and continuous improvement objectives / best in class metrics and service standards are being met. This will need to be benchmarked against industry / global standards to achieve a best-in-class service culture

Work Credibly with a range of stakeholders :

- The incumbent will have to work with and through others, particularly the leadership team and CXOs, to successfully deliver the Process & Service Excellence agenda within the organization. He/she will need to set up best practice sharing forums that transcend typical organizational barriers and provide real time value to the business through collaboration and partnering.

People Engagement & Development :

- Drive engagement initiatives through formal & informal interactions. Drive highly visible Business Excellence R&R program across the organization for institutionalizing the Business Excellence culture. Conduct Lean/Six Sigma Trainings

Behavioral Competencies/Strong functional knowledge : A thorough understanding of the Process & Service Excellence function, ideally within the financial services space. Strong Process & Service Excellence orientation with prior experience of implementing Process & Service Excellence systems, for example Lean, Six Sigma, BPMS, etc

Results Orientation : Ability to consistently deliver against challenging targets, overcome obstacles and contingencies through effective planning and execution. Strong focus and ability to monitor performance

Collaboration & Influencing : Active engagement with colleagues across functions, development of informal networks internally & externally towards using them as part of the value creation process.

Communication Skills : Excellent oral and written communication / presentation skills so as to be effective and comfortable with cross-cultural teams across locations.

- Core set of personal values, which ensure highest level of integrity in all business practices and the desire to lead by example and - roll-up one's own sleeves kind of attitude.

Role Specific Competencie :

- Six Sigma Black Belt Certification

- Lean Facilitator

- ISO 9001:2008 Internal Auditor

- Good Analytics skills

- Hands on with Excel and PowerPoint

- Formal Qualifications / Prior Work Exp

- Around 8-10 years of overall experience with significant working experience in Quality/ Business Excellence functions (preferably in Financial Services)

- Graduate/ Post Graduate-Engineers are preferred

- Six Sigma Certification is a must

- Should have reasonable experience with driving and mentoring high impact

- Lean/Six Sigma Projects