HCL - Assistant Manager/Deputy Manager - Process Improvement

Unblocking and removing barriers for delivery of service that meets SLA and delights the customer

- Ensures consistent understanding of the strengths and barriers to success for joined up delivery of service to clients

- Align to client expectations with the Xerox service delivery capability and service improvement initiatives, effectively communicate internally and externally

- Provides expert problem and major incident management leadership to difficult, high profile customer issues

- Programme manages - and monitors the implementation of - process maturity standards within relevant account base in line with Service Excellence direction. The consistent implementation of best practice processes provides a foundation for enhanced quality of service at best cost.

- Leading programmes that deliver service improvement, service innovation and productivity improvements resulting in enhanced value for customers and protecting margin for Xerox

- Advises account facing Service Delivery Managers on the most efficient and cost effective ways to deliver quality service

- Takes an active role in overseeing the integration of all relevant service delivery units and takes decisive steps to improve the quality and inter-working of the whole - virtual- service team, including other Xerox service partners and suppliers to safeguard a seamless end-to-end delivery of service for clients

- Champion of service delivery best practice, reviews and processes in line with Service Delivery governance guidance

- Where service improvement is required, ensures that a clear plan is established, and agreed with the appropriate parties on how to move forward consistently

- Oversees and monitors that - when relevant - the account Service Delivery Manager and the account team implement corrective action plans and follow these through to successful resolution

- Service penalties as a result of service delivery issues are captured, monitored and trends detected enabling proactive actions to prevent future occurrence

- Ensures and monitors that root-cause analysis of client service issues is conducted and learning is shared and applied for future benefit

- Support the sales pipeline by being an expert in delivery and able to communicate effective service delivery and service improvement within key sales engagements

- Drive P&L and specific margin improvement - alignment to or improvement on the business case

- Conduct account assessment against defined checklist/ guidelines. Also create or modify the existing checklist in discussion with Xerox leadership to meet customer/ contract requirements.

- Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)

- Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships

- Programme management skills

- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group and ability to prepare formal reports including for senior leadership

- Ablility to interrogate, analyse and use data

- Ability to set-up, facilitate and lead service improvement sessions with a range of business stakeholders including excellent presentation skills

- Strong analytical, project and product management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements

- Ability to challenge current ways of doing things (conventional practices), adapt established methods to new situations, pursue ongoing process improvements, create and evaluate new solutions and ideas

- The ability to lead, motivate and inspire others to excel and deliver high standards of performance for the business

- Minimum 12+ 3 graduation

- MBA or post graduates preferred.

- People with professional certification like Six sigma, Lean, ITIL, PMI preferred.

- Minimum 4 years

- Demonstrable experience of having designed and implemented significant customer satisfaction improvements as well as productivity improvements

- Strong experience of IT, service delivery or consulting coupled with financial P&L responsibility, strong people management experience, projects and client interaction experience

- Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships

SALARY TILL 11.00 LPA