General Manager Process Excellence

Participate in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical.

Reports into

Vice President 1

Job Responsibilities :

( Must have )

Drive culture of process excellence in operation team preferably in Customer Service segment

Identify projects, train team members and mentor/ lead projects YB/GB and Kaizen ideas.

Participate in consulting assignment internally and at Client site

Deliver productivity and create value for client

Client collaboration and change management

Support/ Enable change management ensuring from the projects

Enable stable operation with no surprises

Drive the Six Sigma culture and initiative across the organization with commitment, passion and persistence

Ensure Positive contribution to the company's Gross margins and Operating margins

Lead/ participate, Identify and Mentor in Six Sigma, Lean projects, Green Belt Trainees

Value stream Mapping/ Process mapping

Recommend new/ improvements to delivery models

Identify and ensure implementation automation projects, process improvements and cost optimization opportunities

Support maintenance of World Class Delivery standards

Create reports for COO, Functional heads\Operational Heads and QPE

Monitor dashboards and issues for early warning signals and trends

Support for RFP, RFI, Sales Collaterals

Exposure in driving transformation automation in CS environment understanding on industry best practices.

Job Responsibilities :

(Desired)

Six Sigma and other (ARM grid) trainings

Participate in various meetings as part of the profile

Ensure compliance to ISO 9001/ 27001

Criteria :

(Must have)

Minimum 15 years of relevant work experience in process excellence role with BPO industry preferably in Customer Service segment

Must have hands-on experience in leading & delivering various high-impact Lean, Six Sigma (GB/BB) projects delivering tangible improvements / results, across the entire lifecycle i.e. right from Ideation to Implementation / Benefits realization

Strong and practical knowledge of various LSS tools, techniques & approaches

Strong experience around Program and Change management on large scale transformation engagements involving cross-functional teams.

Proven expertise & attitude/mindset to lead the change and drive change in internal / external teams

Communicative and facilitative - Must be able to communicate well with all levels of the organization from team members to senior leaders. Must be able to lead and demonstrate value-add principles to a team in a collaborative way. Influence employees at all levels.

Criteria :

(Desireed)

• Experience in the customer service vertical
• Proven track record of mentoring and developing teams

Shifts timings:

UK shift / US shift / Flexible shifts / Should be open to travel

Week Off :

5 working days

Transport :

Not applicable