AGM - Operational Excellence - BPO

Title : AGM - Operational Excellence

Location : Chennai

Years of experience : 9 to 15 years

Our client is one of the leading US based healthcare company.

RESPONSIBILITIES:

- Coach, guide and support Operations, Service Quality and OpEx team to perform improvement tasks which impacts all SLA parameters

- Prioritize and allocate projects to be undertaken for improvement based on internal and external quality data

- Work closely with Operation teams to obtain input of diverse views, facilitate generation of ideas, analyze operational risks (FMEA), extend support in managing client escalations (RCA/CAPA) and work across traditional functional boundaries to mitigate risks and establish common goals to deliver value to the business

- Conduct periodic performance review of progress made on improvement projects and plan course corrections to ensure planned results are accomplished

- Planning and executing periodic assessment of outgoing Quality to enable proactive assessment and initiation of corrective and preventive measures by operations

- Develop and implement plans for continuous education of associates and QCAs

- Conduct LSS Six Sigma Training and mentor the projects

- Drive the Continuous improvement culture

- Build cross domain expertise of Op.Ex team members to enhance their skill and knowledge

- Work with US operations to define needs in knowledge and process for India operations.

- Interact with Systems and compliance team to ensure all processes are implemented and coordinated for successful completion of all audit activities

- Ensuring implementation of visual display system on floor for creating visibility of improvement actions - Visual Factory

DESIRED CANDIDATE PROFILE:

- Graduate/ Post graduate in any discipline with minimum 10-12 years of work experience as Quality Assurance Manager in Healthcare or BPO organization.

- Certified Black Belt from a reputed certifying body/organization with excellent command in Lean / Six Sigma methodology. Well versed with Minitab software, or any other statistical software.

- Must have a strong track record of successfully leading and mentoring initiatives delivering impact for the customers (business impact)

- Good knowledge of the various technology based tools, solutions used in the BPO industry to deliver efficiency, effectiveness based solutions.

- Sound knowledge on various quality improvement tools and techniques like Kaizen, Lean six sigma, FMEA etc;

- Managed team of 15 - 20 team members

Interested candidates kindly drop in your resumes to harini.k@saaconsulting.co.in or call me at 8870772421.