Serco - DGM - Process Excellence - Blackbelt

JOB DESCRIPTION

Location- Thane/ Goregaon

CTC- upto 26 Lakhs

Candidate should be Blackbelt certified.

POSITION / JOB TITLE - Deputy General Manager – Process Excellence

FUNCTION - Business Improvement

PROCESS/DEPARTMENT - Process Excellence

GRADE - Deputy General Manager / M06

LEVEL AS PER SGS FRAMEWORK - Level 3

POSITION REPORTS TO - Chief Process Officer

POSITION IS REPORTED BY - Assistant Manager

MAIN RESPONSIBILITIES / ACCOUNTABILITIES - FUNCTIONAL/ OPERATIONAL:

Process Re-engineering/Innovation:

- Directs the activities of the Process Excellence team, which involves defining, designing and implementing continuous improvement programs.

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

- Lead and facilitate key organizational initiatives on Process excellence

- Works with site management team and other levels of line management regarding performance metrics to measure program success.

- Collaborate with cross-functional teams, and network Process Excellence resources to share and apply best practices.

- Analyze current operations and develop One Pagers (Snapshot view of Process Overall Performance) and Identify ICU Metrics.

- To identify new project opportunities and financial benefits. Determine key drivers to meet the business objectives (Both to improve ICU Metrics and also driving VAS – Value Added Projects )

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

- Coordinate with other Process teams to identify cross-program dependencies and leverage resources appropriately.

- Conduct process excellence audits periodically (including Transaction Monitoring Audits, etc.,)

Compliance :

- Plan and execute a rigorous Training structure across the organization.

- Implement and maintain systems to enable project resource planning, prioritization and progress tracking.

- Manage overall Lean Six Sigma capability building strategy for the site/client.

- Monitoring and continuous improvement on critical metrics (ICU Metrics) and performance

- Drive standardization and strong knowledge re-use structure (Knowledge Management)

- Facilitation of Conquest Deployment

Information Security:

General Security Responsibilities:

- Adhering to Information Security Policies and Procedures of SGS

Ensuring compliance to Information Security Policies and Procedures.

Specific Security Responsibilities:

- Ensure reportees (if any) comply with the security policy and procedure of SGS

- Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

- Ensure the audit non-compliances are fixed within the stipulated timelines.

- Follow the information labeling and handling procedures based on the classification level of the asset.

- Protect information entrusted to you.

- Follow the Clear Screen and Clear Desk Policy.

- Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

- Comply with the Non Disclosure Agreement.

TEAM RELATED:

- Set performance goals and targets for team members.

- Track performance and ensure results are delivered.

- Guide, coach and mentor team members.

- Cascade relevant information to team members.

- Identify and groom key resources to take on additional responsibilities / larger role.

- Enable team members to participate in learning / development initiatives.

CLIENT SPECIFIC / ORIENTED:

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

OCCASIONAL RESPONSIBILITIES: COPC (Customer Operations Performance Center):

- Facilitate identified Processes / Centers to get COPC Certified / Re-certified – This includes Educating about COPC Requirements and also implementation of the same.

CWFM – Central Work Force Management

- Design & Deploy Resource Planning including Forecasting, Staffing & Scheduling for Critical Processes on a BOT (Build, Own and Transfer).

- To assess Off-shore Capability (Due Diligence) of Resource Planning (Staffing & Scheduling) for On-shore Locations – Need based.

Client and Customer Satisfaction:

- To Conduct VOC (Voice of Customer) Survey (every 6 months) across all processes of Intelenet (International & Domestic) with the help of 3rd Party (For Conducting the survey).

- Analyze Improvement Areas based on VOC Feedback

- Facilitate Operations to develop Actions and drive closure of Improvement Areas based on VOC Feedback.

External Consulting (Need based)

- Be Engaged with Sales Team for any Consulting Assignment involving Six Sigma / Lean Opportunity Assessment with Potential New clients.

- Be Part of Six Sigma / Lean Project Consulting Assignments

QUALIFICATION (Education) - Masters degree in any discipline

- Preferred degree in Engineering or Statistics

- Black belt certification

- Understanding of COPC, ISO (or other frameworks)

DESIRED YEARS OF EXPERIENCE - 10 yrs

DESIRED INDUSTRY EXPOSURE - Manufacturing/IT/ITES

DESIRED ROLE EXPOSURE - Working experience with at least 3-4 yrs overall Quality experience (at least 1 Quality tenure in last 24 months)

MANDATORY SKILLS / PROCESS ABILITIES

Project Management

Cross functional networking

Analysis and Problem solving

PROCESS ABILITIES

- Six Sigma/Lean Certification

- Business standards/excellence frameworks like PCMM,COPC

COMPETENCIES CRITICAL FOR THE ROLE (BEHAVIORAL):

COMPETENCY

- Business Acumen - Demonstrates entrepreneurial spirit Has good understanding of how business makes money Is guided by financials such as profit, ROI, ROCE for decisions. Balances short-term with long-term. Takes a holistic view on cost, profit, market and value addition.

- Team Leadership - Shares a clear vision. Motivates, inspires, influences and pushes people to attain team goals. Walks the talk and shares credit for success and takes accountability for failures.

- Decision-making - Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions Demonstrates objectivity and high quality in decision-making.

- Strategic Perspective - Plans departmental/operational strategy to achieve annual targets. Understands the work of other functions. Aligns his recommendations to functional strategy.

- Customer Focus - Delivers a customer-centric culture in the organization. Proactively anticipates and provides holistic solutions to delight customers. Responds to customer expectations and improves customer satisfaction indices (CSI) better than the market.