Hinduja Global Solutions - Senior Manager - Business Excellence

About HGS :

HGS is a world leader in Customer Relationship and Business Process Management. Our operational excellence, combined with functional expertise, has made us the - Preferred Partner- for most of our clients.

- HGS has a global footprint with 60+ delivery centres in India, US, Canada, Jamaica, Mauritius, Philippines, Germany, Italy, Netherlands, France and UK. With our targeted solutions, designed for the diversified sourcing and servicing needs of our clients, we live by our mission of making our clients more competitive.

- The Contact Centre & Back Office Services Division houses multiple international voice centres & back office processing units for leading Insurance, Telecommunications, Pharmaceuticals, Life Sciences, Banking & Financial Services, Consumer Electronics / Products, Technology, Automotive, Government, Media & Entertainment, Energy & Utilities and Transportation & Logistics companies.

- With an inspired global team of over 35,000 people, we partner with our clients to deliver outsourced contact centre and back office solutions that improve business processes and strengthen customer relationships. For more details please visit us at http://www.teamhgs

Roles & Responsibilities :

- Assist / Facilitate critical improvement projects in Operations with Project Leaders

- Travel to other delivery centers for troubleshooting critical issues, streamline processes on a need be basis

- Ensure operational processes are in line with operations methodology by performing periodic audits, scanning various sources including but not limited to dashboards, audit observations, troubled account list, action plan trackers, etc

- Conduct assessments based on organizational excellence models in operations, facilitate action planning, reporting and closure

- Participate in organizational wide CBE initiatives

Desired Skills :

- Must have worked on cross site, cross border improvement projects in operations

- Sound understanding of BPO operations and quality function

- Strong interpersonal skills and ability to work and deliver under pressure

- Must have worked on improvement project(s) as project leader

- Excellent command on MS Excel, PowerPoint and Word

- Minimum 8 years of experience (if graduate) or 4 years (post graduate from a university / institute of repute)