Hiring for a client Process Excellence profile for leader in customer experience outsourcing. We infuse innovation, insights, and operational excellence to make every experience great for your customers and your business.

Position:- Sr. Manager- Continuous Improvement

Shift:- 24- 7

Location:- Mumbai (Thane)

Exp- 8 Years overall 3-4 years into Process Improvement / Transformation / Automation Six Sigma Black Belt certified

Reports to: -Director - Ops

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 o Ideation of solutions involving Optus, 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.

Experiences

- Bachelor's degree

- Six Sigma Black Belt certified

- Proven track record of driving significant improvements in productivity and quality in complex call center environments

- Project Management experience or strong execution skills

- Strong communication skills, with experience dealing directly with senior executives clients.

- Strong operational experience with India BPO, contact center environment.

- Drive change with the ability to filter different advice, apply mitigations and drive with strategic intent

- Excellent relationship building skills to support implementation

- Strength in relationship management with peers; senior management, staff and external parties.

- Strong leadership skills and ability to influence

- Directs operational and mitigation plans; seeks to align and integrate activities to deliver a range of objectives in line with organisational vision and value

- Highly level problem solving capability by using customer insights and analytical skills to recommend solutions.

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