Senior Manager - Continuous Improvement - Six Sigma/Black Belt - Contractual Role

Compulsory

Six sigma black belt certification with extensive experience in managing & execution of projects related to operational excellence for BPO industry.

1 year contract

Duties and responsibilities

- Developing, and implementing a robust productivity continuous improvement plan across the Mumbai fixed service business including:

- Root cause analysis of issues affecting, AHT, FCR and call volumes

- Ideation of solutions involving Optus, and potentially third party teams.

- Delivering solutions and performance aligned to industry best practices

- Governing the implementation of key improvement initiatives in line with AOP.

- Ensuring strong change management frameworks are in place to support people considerations for changes.

- Develop benefits realization tracking for continuous improvement

- Collaborating with local site leaders to develop a high performance culture.

- Establishing strong governance and operating frameworks to track, embed and monitor performance.

- Driving effective change management across site of 500- 1000 seats to gain buy in for implementation.

- Ability to effectively teach LSS basics and coach operational managers through the execution of simple improvements

- Ability and experience identifying and prioritizing strategic and tactical improvement needs

- Able to coach senior managers on understanding the overall strategy of the improvement initiative

- Have the ability accurately measure improvement value by breaking down and measuring transactional activities and associating their relevant costs

- Have strong verbal and written communication skills to effectively record and communicate project objectives and results.

- Experience managing a diverse project portfolio of improvement projects

- Steering Business Process Excellence and Transactional / Transformational Projects, Lead Six-Sigma and Lean projects.

- Identify key operating areas for Operations and drive improvement initiatives (Process Improvement / Transformation / Automation etc.) to attain process excellence.

- Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms.

- Business partner with distinction of successfully driving Quality and Customer Experience

- Leveraging Organizational Capabilities of Business Process Automation, Analytics or Process Benchmarking and create Domain agnostic solutions to positively impact Procedure Outcomes.

Job title - Sr Leader - Continuous Improvement

Reports to : Director - Operations