DGM - Engagement Manager - Delivery Excellence - BPO

ROLE : Engagement Manager for Delivery Excellence (DE)

DESIGNATION : Deputy Group Manager, Band 8

NO. OF POSITIONS : 1 in Gurgaon & 1 in Bangalore

LOCATION : Gurgaon & Bangalore

YEARS OF EXPERIENCE : 12+ years- experience

QUALIFICATIONS : Graduate & Certified Lean Six Sigma MBB or BB

REPORTING TO : Group Manager

Delivery Excellence (DE) team is responsible for driving sustainable continuous improvement effort for CRM accounts globally. Primary focus is on ensuring high customer, investor & employee satisfaction. DE uses a LEAN based methodology that works to eliminate everything that does not add value & its clients.

The Engagement Manager will manage the day to day activities defined for business benefits including but not limited to implementation, DE/CI Geo resources, benefits realization, communications with account leadership, DPE's and implementation manager(s).

A DE Engagement Manager is responsible for:

- Driving improvement initiatives that positively impact Client satisfaction & business profitability

- Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability

- Solving business problems through innovative & sustainable solutions

- Identifying process gaps & automation opportunities

- Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

- Driving effective Change Management for a stable & consistent delivery - Zero surprise operations

STRATEGIC INPUTS / SKILLS REQUIRED

- Project Management

- Effective communication with account leadership

- Ability to identify improvement opportunities

- Process mapping

- Problem solving

OTHER REQUIREMENTS

- 5+ years of experience with CRM voice or non-voice business (chat & email)

- Exposure to drive complex improvement projects across multiple accounts/domains

- Preferred - Experience within customer care domain

- Valid passport

- Applicant should be open to travel short & medium (2 - 3 months) term assignments

- Flexibility to work in shifts

- Knowledge of MS Excel & PowerPoint

For more details call at 09818200590