Capgemini - Black Belt - Operation Excellence

Function - Delivery Excellence

Industry - BPO Industry experience is a must. F&A exp preferred

Location - Bangalore

The key job responsibilities include the following:

- Design and implement delivery excellence(DEX) strategies to service the overall BPO India organization. Assume the overall ownership of DEX framework and is responsible for managing the Communications, Operational Excellence, Total Quality Management, Project Management, Training, Knowledge Management, Resource Management in DEX organization

- Closely collaborate with the Engagement leads/DEX leads to monitor metrics, scorecards and adherence to SLAs. Responsible for driving performance and process excellence. Partner with Engagement heads for process and program improvement opportunities

- Partner with engagement leaders to assess and provide reporting and analytical solutions to fulfill business requirements. Will also identify and implement automation opportunities

- Partner with the business leaders to seek feedback, review the balance scorecards and metrics as per the pre-defined frequency and plan root cause analysis and corrective actions appropriately

- Provide vision and leadership for the DEX organization

- Provide strategic insight related to reporting and technology trends and best practices. Assume accountability for monitoring quality and ensuring successful delivery of Reporting related services to business functions

- Accountable for resource allocation within the Engagements

- Conceptualize and drive the execution of programs/initiatives targeted to build a Process Excellence culture

- Analyze and identify proactive solutions to prevent issues that will inhibit the quality of service delivery

- Develop and maintain process for evaluating DEX team performance against established goals

- Oversee team performance and manage communication and information flow to increase efficiency to create consistencies across teams

The key skills required are as follows:

- 12+ years of industry experience, including 8 or more years in a supervisory position in a BPO type organization, 7 years or more experience in the areas like quality/process excellence, Analytics, PMO.

- Must have demonstrated progressive growth and increased accountability over time

- Knowledge of Program Management tools and methodologies. PMP certification preferred.

- Knowledge of lean and six sigma tools and methodologies to drive process excellence initiatives. Master Black Belt in Six sigma preferred.

- Problem / issue identification and resolution, project management, communication and presentation skills for both internal and external audiences

- Knowledge of data analysis methods, which includes the ability to analyze and interpret data

- Proven track record in navigating through complex organizations, and with strong influencing skills to drive initiatives through to their successful conclusion

- Excellent people management and leadership skills

- Experience in working with senior leaders to determine organizational needs

- Excellent project management and senior-level facilitation skills

- Is looked to as the subject matter expert for strategic business advice from an organizational / people perspective

- A change agent with experience in leading and successfully driving change

- A sense of urgency and results oriented

- Team player – ability to work in a highly matrixed geographically dispersed organization

- Ability to manage a team that can handle multiple assignments

- Ability to develop and grow strong client relationships

- Inspires others to achieve high standards