Associate Manager - Business Excellence - BPO

Position - Associate Manager - Business Excellence

Reporting to- Sr. Manager

Location - Gurgaon

Qualification: PG/MBA and should have scored in 10th,12th,Graduation & PG 60% + marks.

Role & Responsibility:

- In this position, you will be responsible for working on process excellence for assigned functions and processes consisting of process mapping, change management, implementation, RCAs, ISO Standard compliance, improvement projects contributing to CSAT & gross margin.

- Process mapping, identifying and implementing process performance matrix.

- RCA for quality issues and customer complaints.

- Follow change management practices for implementing changes.

- Ensure ISO compliances for the aligned processes.

- Be responsible for continuous improvement initiatives.

- Identify the project, propose and plan the project with clear ROI.

- Lead project meetings and work with all stakeholders to ensure project is completed with timelines.

- Identify interdependencies of the project, determine other requirement, roles and approvals required and work upon them.

- Responsible for timely resolution of issues while working with stakeholders as and when required.

- Lead team through implementation phase across respective functions and work on ongoing quality improvement activities

- Ensure smooth integration and implementation into other routine production processes where applicable.

- Track the project through the go-live stage to ensure timely delivery and publish the status of the project on frequent intervals

- Document /assist teams in developing process documentation and SOPs.

- Expected to drive continuous improvement of various process quality, turnaround time, and delivery performance by working closely with cross- functional teams for the delivery to enhance business growth by improving bottom line.

- Should not be from only calling processes, must have back-end process experience where some application is used to perform actions/transaction.

- Should be ok to work in IC role and as part of the team.