AGM/DGM - Quality - Healthcare Process - BPO

Our client is a leader in optimizing the customer experience and helping our clients to become more competitive,provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, back-office services and digital marketing solutions. They operate on a global landscape with 60+ worldwide locations delivering localized solutions.

Key areas of responsibilities (KRAs)

- Manage portfolio of improvement / reengineering projects for the vertical

- Lead improvement/reengineering opportunity identification across vertical through strategic reviews/process mapping/metrics analysis, benchmarking, VOCs, etc

- Lead Capability building of the operations/support function teams in improvement methodologies

- Act as Subject Matter Expert for providing analysis support and guiding teams on improvement methodology

- Mentor and lead improvement projects

- Generate business impact through Improvement initiatives.

Desired skill sets

- Strong analytical skills

- Strong facilitation skills

- Customer facing and interaction abilities.

- Excellent interpersonal and communication skills

- Ability to conduct end to end process mapping and managing process improvement/process re-engineering

- Ability to manage portfolio of improvement/reengineering projects

- Ability to develop process frameworks

- Sound knowledge of tools/technologies in ITES and support functions

- Work experience as Quality consultants will be an added advantage.

- Ability to train and conduct workshops

- Ability to work across various geographies.

- Masters in Business Administration or any Post-graduation will be an added advantage.

- Certified Six Sigma Black Belt with minimum 3 years of experience in the role of managing projects portfolio

- Around 10-15 years, 3-5 years of BPO experience preferably in Healthcare

- Preferably, should have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations.

- Work experience in MNCs or reputed organizations will be an added advantage.

- Senior Management of the geography and client services

- Operations/support functions

- Should be open to working in night shifts