Senior Manager, Transformation/Process Excellence

Key Responsibilities

• Defining Standard delivery processes (along with defining interfaces across SBUs/Leverage services/Contact Center) with operational/leadership metrics, QA Checks for ongoing operations
• Providing High Quality Business analytics support to Management team
• Identifying improvement opportunities along with the respective Leaders & Process Heads and facilitating launch of projects around these opportunities
• Ensure effectiveness of Customer issue tracking, root cause analysis, corrective and preventive actions, and management accountability for customer issues
• Leading high impact Six Sigma and Lean projects
• Coach green belt and smaller/lower complexity projects across the business.
• Mentoring Green Belts/Yellow Belts

Business Process matrices & Reporting:

• To define & develop Process Metrics Scorecard (Client – Domain level) – both for existing key clients and new clients and Tracking performance around these metrics
• Tracking of SLAs & identifying concern (RED) areas to raise Early Warning Signals

Qualification & Requirements

Knowledge & Skills

• Six Sigma Green Belt or Black Belt certifications
• Knowledge of SQL and Data Visualization tools (like Power BI & Tableau)
• Excellent presentation skills, including strong oral and writing capabilities; ability to clearly communicate compelling messages to senior leadership team.
• Strong analytical and problem-solving skills with sound business Knowledge
• Possess excellence, project management, and people management skills.

Qualifications

• Graduate in any stream, Engineering Graduates are preferred.
• At least 5 Years of relevant experience in the field of Quality
• 8-10 years of experience in managing quality in manufacturing, IT and BPO for multiple customers.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…