Deputy Manager - Service Excellence - Analytics/KPO

Salary Offered : 12-18 LPA

Role title : Dy Manager - Service Excellence

Location : Gurgaon

We are looking for someone with Lean Six Sigma, Business Analytics, or data analysis, Business intelligence experience.

Accountabilities :

- Creates value to clients independently- brings excellent process improvement, project and change management skills and past client experiences

- Deploys consulting best practice, knowledge and techniques when undertaking work

- Performs rapid assessment of current landscape for clients and is able to provide insights around hypothesis and solutions

- Manage business stakeholders across different levels and build strong relationship

- Manage direct onshore facing projects independently

- As a team member, assists in providing smooth delivery of internal project/program outcomes

Required experience :

- Strong experience in problem solving and driving change through technology

- Total experience between 6-12 years

- Should have an experience of managing or supporting workstreams / project initiatives in large scale transformation projects.

Competencies/ skills :

- Assess End to End processes to identify improvement/automation opportunities and create automation/transformation roadmap.

- Knowledge of Business Process Re-Engineering, Six-sigma concepts of DMAIC, Project Management (and all tools included therein).

- Mentoring & experience in creating, reviewing & closure of projects.

- Well versed with contemporary technologies & leading tools, RPA (attended/unattended) automation, Machine learning, Artificial Intelligence and Analytics, also have a proven record of implementing large scale Transformation project.

- Experience in process due diligence and diagnostics, building solutions and process restructuring.

- Assertive, strong orientation to statistical analysis, good team player & willingness to lead teams not reporting into them, should be able to grow into leadership roles after graduation from the GB/BB role.

- Presenting data, sharing analysis and getting concurrence from stakeholders on actions (for assigned processes).

- Willingness & quick to learn new processes.

- Ability to set up lagged and leading indicators for measurement in the system. Build and drive calibration models to drive standardization across onshore and offshore.

- Ability to decipher metrics both independent and derived.

- Predictive methods of defect deduction and setting up of root cause corrective system for robust assurance.

- Experience in delivering end to end projects delivering on key metrics around customer satisfaction, cost reduction and efficiency improvement.

- Demonstrated skill at data cleansing, data quality assessment and using analytics for data assessment.

- Should have taken part in Continuous improvement initiatives (KAIZEN) and other Quality related initiatives to spread the quality awareness

- Collaborate with various functions to ensure the system solutions meet the functional requirements.

- Excellent Communication skills, result-oriented, self-driven person with a high energy level, analytical and structured with extensive experience in managing a high-performance team.

Other Skills :

- Knowledge of statistical tools

- Knowledge of business analytics tools like Tableau, PowerBI or similar tools

- Exposure to agile framework

- Implement visualization concepts

- Expertise in building reports and ability to derive intelligence