CallHealth - Process Consultant

Job Purpose

To take full responsibility of Process Management which

- Enables the company with industry best-practice processes across all business divisions and allows the company to deliver highest stakeholder satisfaction

- Ensures process orientation across all roles and geographically distributed workforce

- Enables highly defined cross-links across all businesses to fosters continuous and seamless exchange of information across the organization

- Enables the company to file for and attain process-related accreditations

Main Accountabilities

1. Partner with CXO-level individuals, Business Owners, Project Managers, Subject Matter Experts and other functional/non-functional internal/external teams to develop processes

2. Lead team of process specialists with respect to process modelling

a. Work as independent project lead and define project scope, analyse data and complex variables, prepare SIPOCs and identify effective solutions

b. Develop implementation plans using appropriate methodologies and tools

c. Facilitate cross-functional project teams and communicate the teams' progress to business leadership

d. Identify and escalate areas for risk, concern, change and issue management

e. Develop high-detailed value stream maps

f. Work with business leadership in implementation of the designed value stream maps

g. Document the As-Is and To-Be view of the Organization

3. Lead Continuous Process Improvement using various improvement methodologies, including company's proprietary methodology

a. Align process improvement with company's strategic objectives

b. Apply Lean Six Sigma and methods to identify areas of improvement, process gaps, etc.

c. Perform Root Cause Analysis, FMEA etc,

d. Design and drive effective CAPA, Improvement Action Plan etc.

e. Prepare detailed business case for suggested improvement along with a Cost - Benefit analysis

4. Lead Audit teams in scheduling and conducting process audits and closure of observations with proper CAPA

5. Ensure high quality of processes by employing various process quality assurance techniques

6. Will co-ordinate resource requirements:

a. Identify and manage resources required for cross-functional and complex projects

b. Facilitate discussions on project priorities and resource requirements with various stakeholders

7. Be a process champion and aid in ingraining process-thinking in employees through knowledge sharing sessions

8. Stays updated with latest trends in the process management

Knowledge, Skills & Experience

- Required Qualification: Graduate (any)

- Experience: 15 - 20 years in Process engineering / process consulting, with at least 5 years of Six Sigma Implementation experience

- Required Skills:

High knowledgeable and proficient in tools and standards like:

- ISO 20000 / ITIL

- CMM/CMMI

- PMI based PMBOK

- LEAN / Six Sigma

- Setup and implementation of systems compliant with CMM/CMMI/ISO 9000 standards (ISO 9000 will be given high level of importance)

- Certifications in process improvement projects or methodologies

- Proven capability of handling process quality assurance function and demonstrated experience of ensuring that members of a team adhere to established standards and processes

- High client orientation, strong communication and analytical skills

- Worked closely with CXO-level individuals

- Competent in handling various process modelling tools like VISIO, Bizagi etc., and highly proficient in using process modelling notations

- Exceptional organizational, oral presentation, interpersonal and written communication skills

- Self-motivated, independent, problem solver and creative thinker

- Team player and ability to work in occupationally and educationally varied teams

- Experience of working in a supervisory role is a plus

- Experience of working for healthcare client and IT clients will provide an advantage