Senior Manager/Head - Operational Excellence - BPO

Overview:

- Responsible for process improvement projects to reduce variation and waste

Responsibilities:

1. Operational Excellence

I. Internal Efficiency Metrics

- Works with the site team to achieve optimal results on efficiency metrics (i.e. AHT, attendance, shrinkage, etc) through gap analysis and process improvement projects

II. Client Quality Metrics

- Works with the site team to support the Service delivery team to achieve Platinum Standard/Operational Excellence in Client metrics (i.e. CSAT, Resolve Rate, Quality, etc.) through gap analysis and process improvement projects

III. Client Advocacy and Net Promoter Score

- Works with the site team to achieve promoter status, grow current business and win new clients and logos through process improvement projects that will improve customer lifetime value

IV. Financial Metrics

- Works with the site team to support activities to ensure achievement of financial goals (Revenue and Margin)

- Supports Focus Metrics activities with the site assigned

- Delivers high impact projects targeting financial gains (i.e. Bonus maximization, penalty reduction or elimination, operational costs reduction, new business win through client value-add projects resulting to shared revenues or new business, etc.)

2. Risk Management and Process Compliance

I. Works with the site/client team in upholding compliance in all organizational standard procedures and policies (i.e. Model of Excellence, InfoSec, Physical Security, Visitor Processing, operational processes, business reviews, etc.)

II. Conducts regular audits and reporting against compliance in all contractual and regulatory requirements (i.e. client SOW, government requirements, etc.)

Qualifications:

Six Sigma and/or Lean Sigma trained and/or certified

At least 7 years BPO Experience, inclusive of some years of exp in a manager capacity

Lead experience in various operational functions in a BPO: Training, Quality, Workforce, Operations

Project Management skills

Change Management skills

Strong background with process improvement projects

If interested please send your updated CV and following details .

Total Experience -

Current CTC -

Expected CTC -

Notice Period -

CTC Break Up - Fixed + Variable

Current Location

Ready to relocate Chennai -

Report To -

Reportees -

No of projects driven -

What kind of projects handled -

Experience in handling - Transactional Quality -

Have you reduced AHT - If yes then how much in percentage -