Senior Manager/Manager - Operational Excellence - BPO/ITeS

Job Description :

Individual will be involved in driving productivity, process Improvement and efficiency through several strategic and tactical level projects aligned to the various lines of businesses and delivery teams, both inside and outside the Global Business Services. Incumbent will work towards owning up, establishing and maintaining delivery performance measurement system, driving Six Sigma knowledge, building the culture of continuous improvement and driving key business improvement initiatives through application of Six Sigma, Lean, DFSS and Project Management methodologies.

Responsibilities :

Process Governance :

- Own the validity & accuracy of data and information available in BPM

- Ensure process maps and workflows are in place and validated regularly

- Identify and mentor top down improvement projects basis Process Governance reviews

- Understand the end to end process flow

Continuous Process Improvement :

- Be responsible for deployment of Operational excellence Framework across aligned teams and Sites

- Drive Improvement projects, Just Do It and Best Practices across delivery teams

- Identify and mentor improvement projects( PE projects)

- Identify and mentor Risk, Customer Experience & Business impact projects

- Identify and mentor cost efficiency projects

- Drive business transformation through PE Methodology and Analytics

- Drive ideation and execution of ideas

- Support & promote Innovation

Metrics Management :

- Ensure metrics & reporting activities are seamless

- Review Data Collection Plan for any gaps

- Random audit on metrics in Service Management tool vs. Metrics Reporting tool to identify and curb any improvement opportunities / inefficiencies

- Drill down on any CTQ slippages

- Drive metrics aligned towards business outcomes.

Stakeholder Management :

- Connect with relevant stakeholders on a regular basis;

- Promptly address any process gaps and stakeholder priorities

- Gain a seat on the table and insure participation on key initiatives of the LOB assigned

Strategic Initiatives :

- Take lead on strategic initiatives of the OPEX / LOB org basis skills & interest

- Initiatives inclusive of (but not limited to)

- Organizational Priority

Domain & Technical Skill enhancement :

- Industry wide methodologies and practices (Six Sigma, Lean, Kaizen, PMP)

- Metrics Enhancement

Requirements :

Essential Skills :

- University degree

- Black Belt certified

- Understanding and working knowledge of off shoring industry.

- Quality background (Six Sigma, Lean, Kaizen) with implementation experience

- Strong communication and interpersonal skills

- Understanding of SDLC (Waterfall & Agile) and Technology Operations domain

Desired Skills :

- Strong ability to influence

- Dynamic individual with high energy, inclination and skill to drive change in business

- Creative thought process to be able to think out of the box and logically connect the dots with underlying business drivers

- Should have mentored Just Do It / Best Practice Replications in the capacity of an RQE( Resident Quality Expert)

- Knowledge of JMP- .

- Post Graduation would be an added advantage.

- PMP Certified.

- Experience of process improvement in a varied domain and environment

Experience requirement : 12+ years of experience

Location : Hyderabad

Shift Timings : Should be flexible and open to working in shifts.

Process Timings : 9 hrs per day Flexible in shifts with Weekends OFF