Manager/Senior Manager - Process Excellence - BPO

Functional/Operational:

- Enhance process capability from the current baseline through process improvement methodologies

- In-depth knowledge of Six sigma tools

- Analyze current operations to identify new project opportunities and financial 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

- Plan and execute Projects as per defined Timelines to meet the desired goal as a Project Lead for Key Projects and as a Mentor for Projects done by Operations, who are trained on Lean Six Sigma

- Monitoring Process ICU Metrics and provide the required support to improve performance to ensure that those Key Metrics move out of ICU list

- Conduct Value stream Mapping exercise and ability to create, execute, and maintain an - AS IS" to - TO BE" Roadmap.

- Design & Re-Design Business Processes towards Process Improvement / Transformation.

- Identify and evaluate complex business and technology risks, internal controls which mitigate risks, and related opportunities for internal control improvement.

- Identify opportunities for improvement and bottlenecks through waste analysis and consistency analysis.

- Analyze incoming work/demand and workload allocation methods Functional/Operational:

People & Culture:

- Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve the problem, and make decisions that enhance organizational effectiveness.

- Lead: Positively influence others to achieve results that are in the best interest of the organization.

- Imbibes organizational values and governing principles.

- Establishes innovative systems and procedures to deliver and continuously improvises on them.

- Takes Ownership of every individual's performance and monitors team attrition.

- Ensures that he/she completes the certification program stipulated for the specific process for own self-development.

Qualification

- Graduate/Post Graduate from a recognized Institute or University in any discipline.

Critical competencies:

- Certified lean Six Sigma Black Belt/Green Belt

- Min 3 years PEX experience in a BPO with voice(Preferrable)

- Experience in Project management, preferably PMP or Prince

- Knowledge of COPC or internal Operational Excellence framework and hands on experience of deploying these practices

- Should have led 5-8improvement projects in a BPO

- Must have in-depth knowledge of BPO processes (Inbound, outbound voice Processes)