Group Manager - Process Excellence - BPO/KPO/Captive/Contact Centre

Group Manager - MNC

Shift Timings : UK Shifts

Industry : BPO/KPO/Captive /Contact Centre

- Open To any vertical

- Black Belt Certified Mandatory.

- Minimum 3/4 yrs of Work Experience in Process Excellence

- Well versed in Lean Six Sigma Methodology, leading improvement projects.

- Full Time Role, Individual contributor role, Client Facing role.

- A Lean Six Sigma Black Belt possesses a thorough understanding of all aspects within the phases of D-M-A-I-C.

- Should possess excellent data analysis skills.

- Excellent knowledge of Excel, Word, Power point & Minitab.

- Should have hands on experience in usage of Quality methodologies and techniques.

- The Black Belt shall function as a change agent in the relevant business area and shall be responsible for

- Driving quality deployment in the vertical

- Driving customer Impact Projects

- Driving Six Sigma and Lean Deployment

- Driving QNS for the aligned area

- Driving SLA adherence / Customer CTQ ensuring all parameters are met and corrective and preventive actions are taken

- Driving Voice Of Customer VOC/  CSAT/ Net Promoter Score NPS actionable across the team and maintain/improve the scores

- Driving inputs from VOC/ CSAT / NPS for improvements

- Contribute and present in client/customer reviews/meetings

- Adhere to compliance to Quality standards (ISO)

- Do goal setting with the team and ensure effective and measurable reviews and feedback mechanisms (MRM, Operations-review, dashboards, BQC s)

- Follow appraisal and feedback mechanism

- Driving Continuous Improvement projects

- Initiate and best practice sharing across the team

- Driving people development by aligning to the Quality DNA program

- Driving culture of data based decision making