Deputy General Manager - Process Excellence - BPO

- Drive Re-engineering/Business Transformation : End to End process diagnostics, Current state assessments, Fit gap analysis, opportunity identification.

- Technology deployment to redesign the manual processes. Stakeholder management and change management to re-engineer the process.

- Framing work direction and plan for the associates after thorough assessment of their capabilities. Preparing & presenting various weekly/monthly MIS reports pertaining to process controls and productivity achieved through initiatives run.

- Responsible for up keep of the business process repository and drive the continuous improvement cycle.

- Undertaking responsibilities of removing unnecessary procedures in processes, ensuring uniformity in the process understanding both upstream and downstream.

- Monitoring the overall functioning of processes pertaining to balance sheet account reconciliations, variance analysis, monthly books closure, general ledger reconciliation, cash books and bank reconciliations.

- Mapping clients, identifying improvement areas & implementing measures to maximize customer satisfaction levels. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

- Lead a team of process Excellence across two centers and global client organization to deliver operational excellence in tangible form of controls improvement and waste elimination, automation leading to productivity.

- Drive Lean, Six Sigma trainings across ACE.

Deliverables :

- Unleash 25% - 30% Productivity.

- Change Management.

- Business process re-engineering to improve internal financial controls

- Drive a team of process excellence at ACE.

Major Challenges :

- Cross functional touch points to deliver goals, stakeholder management.

- Cross Border communication to Africa.

- Fixing input processes that drive efficiency.

- Drive study of on ground operations across a process.