Country: India (Hyderabad Business Solution Centre)

ROLE PROFILE : General

Job Title Manager - Practice Operations

Department: Global Commercial Services (GCS) HYD

Reports to : Head - Marketing Effectiveness Services (GCS)

Job Purpose :

- Provide leadership, strategic direction and technical expertise on process improvement services for GCS function

- Lead & facilitate projects (individual or teams) that employ Lean/Six Sigma/CI, problem solving methodologies, with effective change management techniques, to deliver business results (improved customer service, quality, reliability, productivity and financial performance).

- To continuously improve the business processes by facilitating the strategy development and adopting best practices to align the process towards the Business Excellence Model.

Major Accountabilities :

- Work across cross functional teams in the areas of operational excellence; quality design and deployment; and day-to-day business activities

- Strategize the deployment of Operational Excellence across all functions within GCS Hyderabad.

- Lead the transformation from current change processes to adoption of Operational Excellence

- Assess and track current status, progress & issues for all sanctioned improvement projects including the mentorship of Trainee Black Belts / Green Belts candidates throughout the organization.

- Communicate proactively with stakeholders including leadership visits regarding progress, issues and plans for resolution for program projects.

- Provide framework and project management necessary to develop Operational Excellence benefits case that are incorporated into site and tracked on a monthly basis.

- Collaborate with site Business Operations team to develop a portfolio of improvement opportunities, prioritize these and ensure successful execution to meet business needs.

- Work closely with Head of Quality - GBS in overall design of Quality programs, including but not limited to, KPI design and implementation, design of customer satisfaction surveys and deploy action plans based on feedback from the customers, implement tools and systems that support quality management framework, and design and deploy training programs that build quality culture within the organization.

- Responsible for identifying and sharing best practices that would be incorporated into the playbook for future use across functions.

- Accountable for resource planning and management (headcount and budget) for defined functions/locations. Review and challenge resource requests and expenditures for assigned functions/locations.

- Manage headcount requests, staffing activities with Human Resource (HR) representatives and monitor against headcount targets for defined function/location.

- Responsible for managing financial requirements and budget for assigned function/location.

- Provide associated consolidated latest estimates on current annual budget and for future annual budgets.

- Responsible for overseeing both strategic and day to day perspectives of operational activities and business administration for defined functions or locations. This may include local business continuity planning.

Key Performance Indicators:

Financial and Business Results:

- Cost, C-Sat and productivity targets

- Implementation of Six Sigma/Lean/CI methodology.

- Achievement of project plans & milestones.

- Practice initiatives

- Management reporting

Strategy/Customer Focus:

- Drive design and implantation of new seam-less processes

- Internal customer satisfaction with quality of services provided.

Capabilities & Expertise:

- Six Sigma Methodology (Black Belt or Lean certification)

- Governance Methodology

- Risk and Issue Management

- Project Management

- Operations understanding

- Stakeholder management

Soft Skills:

- Excellent communication and presentation skills -

- Strong ability to develop and manage client relationships

- Good team player who is dynamic and result oriented

- Cross-team collaboration

- Strong organizational skills

- Ability to handle fast pace and huge pressure situations

- Ability to multi-task and coordinate delivery through other individuals

Ideal Background:

Education:

- Post Graduate / Graduate Degree in business or life sciences & Six Sigma Certification (Black belt) from an institute of repute

Experience:

- Extensive experience (8-10 years) in managing multi-functional Projects, Programs & change Management with internal and external stakeholders

- Should have worked as Six Sigma/Lean Black Belt or Quality Champion

- Experience in working in large / international companies

- Excellent communication, people management, stakeholders management and leadership skills

- Ability to ensure service focus across a complex people intensive and functionally-dispersed organization

- Preferred to have understanding of Pharma business and financial issues, including its regulatory environment (life sciences Business Process Outsourcing experience preferred)

- Strong and proactive business results-focus, and proven ability to provide insights that increase productivity

Job Dimensions & Reporting Structure:

Financial Responsibility: Indirect impact of 1-10m USD

Impact on Organization: Essential contribution for improvement of overall effectiveness of the business

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.