General Manager - Quality/Process Excellence - BPO/ITeS

General Manager - Quality/Process Excellence

- Create and Drive Process Excellence Roadmap & Projects & help Client organizations realize business objectives by driving Process Improvements, Analytics and other levers.

- Work closely with internal stakeholders and Client contacts to develop, co-create and lead their change journey across multiple accounts.

- Coach and Mentor process excellence experts to deliver on contractual and non-contractual Improvement commitments.

- Responsible for execution, closure and quantification projects for aligned accounts, in line with Client expectations

- Manage Quality team to deliver on client expectations of process effectiveness

- Work collaboratively with teams to perform due diligence and work across design, development, testing phases for effective automation solution implementation

- Take responsibility for project activities including work estimation, planning, stakeholder management and project quality

- Skilled in due diligence exercises and identifying, analyzing, designing, developing, implementing and maintaining automation solutions for a variety of processes for a BPO/BPM organization

- Drive Quality Net Savings in the vertical.

- Drive VOC actionable across the team and maintain / improve scores.

- Contribute and present in client/customer reviews/meetings.

- Creating various approaches, negotiating and fostering relationships with internal and external partners

Qualifications :

- Lean Six Sigma Black Belt certification preferred but not mandatory.

- Relevant work experience in improving Travel processes with leading BPM/BPO organizations

- Graduate/Post-Graduate

- Business acumen and strong result orientation

- Excellent communication and project management skills

- Ability to create powerful presentations, business cases and white papers

- Very resilient and lateral thinking capability

- Strong stake holder and relationship management skills and dealing with senior executives

- Highly self-motivated, proactive and eager to develop new capabilities in evolving role

Preferred : Exposure to Robotic Process Automation (RPA) in BPO/ITES environment