General Manager Process Excellence
HEXAWARE · India ·
- Category
- Management
Role :
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