Job Purpose:  To Enhance Customer Experience, improve operational performance and help build culture of process excellence by deploying effectual improvement methodologies and exploiting the potential of technology & employee creativity.

 Key Responsibilities Include -

1.   Continual Improvement Drive,  Support Operational Excellence

Ø  Drive projects to encourage culture of improvement, innovation, idea generation and replication of best practices

Ø  Drive and mentor projects for continual improvement through various methodologies like Lean, Six Sigma etc.

Ø  Identify & scope out a simple or semi-complex project based on business requirements/ benefits

Ø  Conversion of opportunities to well defined projects (Project Charter and Registration)

Ø  Facilitate improvement project for application of tools, methodology, and project timelines and conduct tollgate reviews (Mentoring project execution)

Ø  Create Project plans for efficient and effective Process improvement management

Ø  Lead semi-complex project to successful closures

Ø  Bring in new initiatives from industry or from different operations to improve the environment and performance

Ø  Leverage technology to drive automation & co-ordinate with Lead Developers

Ø  Actively lead programs to support value creation for partners through application of Value Stream Mapping

Ø  Conduct Lean Six Sigma Trainings at centre as employee skill development

2.   Operational Support

Ø  Co-own quality and operation metrics. Proactively provide support to special critical situation to ensure consistent customer delivery

Ø  Raise appropriate flags at the right time where things are out of control or there is a delay

Ø  Launch and propagate programs to improve performance of low performing KPIs, groups, LoBs

3.   Team Management:

Ø  Ensure resources availability as per agreed norms

Ø  Create and ensure implementation of learning and development plan for team

Ø  Achieve Employee satisfaction and retention targets

Ø  Create and participate in Employee engagement and R&R program

Required Qualifications:

Academics: Graduate or Post Graduate in any discipline, preferred Commerce

Technical:  Lean Six Sigma Black Belt Trained & Green Belt Certified from a recognized institute

Domain(s):  F&A, S&F and HRO

Advantage: Exposure to VBA Programming, Hands on experience on Statistical Data Analysis using Minitab or other industry software

Work Experience: 6+ Years of experience

3-4 years of relevant experience in driving Process Improvement Projects in a large BPO / KPO set-up