Flipkart - Manager - Delivery Assurance/Process Excellence

Role | Manager | Manager - Delivery assurance | Process excellence

Location - Bangalore

About Flipkart:

- In 2007, we started the Flipkart journey by selling books online. But now, over a decade later, our story is quite different. Today, Flipkart is India's largest online marketplace and one of India's leading technology powerhouse that is disrupting the way India shops online. What has got us here? The dynamic, passionate and talented folks we call Flipsters!

- Our core values define our identity and form the basis of our actions and reflect in everything that we do at Flipkart. Values enable us to shape the desired organizational culture in which each Flipster can thrive and be at their best.

- We believe in taking bold bets and changing the paradigm, having a sense of urgency to solve problems strategically and putting great ideas into action. We look at the world from our customer's point of view and keep customers at the heart of everything we do. We strive to do the right thing always and be committed to our customers and stakeholders.

About the team:

LSS YB | GB | BB Training & Projects mentoring

Drive business impact projects

What you'll do:

- To drive Continuous improvement culture penetration at Customer service business unit

- To deliver business impact on Customer experience metrics and Cost metrics of BU through process excellence charter

- To drive Lean Six Sigma Certification program (Trainings at Yellow Belt, Green Belt & Black Belt

- Level and mentoring the project team to successful closure of Projects)

- To bring in outside in view to drive radical change

- Works with teams to create and deliver world-class Knowledge Management Asset on Process

Excellence techniques :

- Develops a problem-solving culture where problems are made visible and fixed at the root cause

- Engages in relentless pursuit of continuous improvement to create best-in-class Business

Process :

- Focuses on capability development for individuals

- Creates a self-sustained learning organization

Process :

- LSS Certification coverage planning for Customer service BU

- Training requirements planning & execution

- Assist LSS YB | GB | BB module development, training orchestration with relevant examples

- Support the team in leafing out LSS YB | GB | BB Projects in alignment to business goals

- Setting the right governance system to ensure the completion of project milestones as per plan

- Coordination with Biz finance, Planning stakeholders to bake the project goodness

- Manage the Process excellence charter Rewards & Recognition program and use the same as a lever to promote CI culture penetration

- Explore horizontal deployment opportunities of best practices and drive implementation to achieve large scale benefits

- Develop deep understanding of the business Processes

- Spend quality time in Gemba to understand ground realities and develop a feedback system to incorporate learning into capability development

- To constantly explore high business impact opportunities and drive business impact project garnering cross functional support

- Provide LSS BB support to key projects at BU

People :

- Act as a change agent, Strong influencing, and persuading skills

- Ability to engage people and create a learning environment

- Effectively collaborates with cross-functional teams and between peers to drive process excellence charter effectively

- Create more visibility to process excellence charter at BU through strong branding

- Encourages people to expose problems and supports with structured problem-solving approach to address the problem from root cause

- Uses continuous coaching and dialogue to empower people to solve their own problems

- Builds future process improvement leaders

- Supports organizational learning

What you'll need:

Education & Certifications :

- Certified Lean Six Sigma Professional with experience of Implementing min4 Black Belt Projects and Mentored min25 Lean Six Sigma Projects

- Well versed with Lean Six Sigma Principles & Tools

- Sound Experience on conducting Lean Six Sigma trainings at various levels (Vertical take off w.r.t delivering YB & GB Trainings)

- Bachelor's/Master's degree in engineering or Equivalent

Skills

- Demonstrates high level of Business acumen

- Strong Data Analytics Skill, experience in Minitab, Excel and Other Statistical Tools

- Knowledge on Customer Support / Contact center / e-commerce processes

- Ability to communicate effectively in visual, oral, and written form

- Motivation to up-skill in domain, concepts, principles, practices, and techniques

- Demonstrated coaching expertise

- Project Management expertise

- Environment is client-focused; high volume; with a continuous improvement philosophy

- Strong exposure to Lean manufacturing techniques

- Human centric problem solving

- Conflict management, Influencing and persuading skills