Job Description, Desired experience and skills: - Identify and scope key process improvement opportunities within Travel domain Customer Service / BPO Operations - Voice, Chat, Back-office. - Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes). - Preference to candidates who have supported, Travel, e-commerce, customer service processes in Process Excellence capacity - Strong understanding of contact centres and multi-service channels - Lean/ Six Sigma Black Belt Certification through a recognized, national organization - Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation - Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management). - Strong problem-solving, analytical and quantitative skills - Demonstrated ability to guide and manage business change and transformation projects - Ability to analyse qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences. - Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics. - Able to work within a team however be self-sufficient as an individual contributor in driving change within complex matrix working environments. - Comfortable managing work that combines the use of data analysis, and business process improvement, with service design thinking. - Knowledge and experience in understanding and identifying process gaps and opportunities for RPA and digital automation deployment - Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing. - Enhance process capability from the current base-line of key metrics through process improvement methodologies - Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives. - Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical - Active participation in WBR/MBR/QBRs with internal stakeholder & clients - Represent Process Excellence during client / internal review calls and present analysis/ insights/solutions/improvements - Manages Client expectations and ensures Client satisfaction. - Conduct diagnostic studies on the key business processes and implement a Process excellence framework in line with the business objectives - Experience / knowledge in RPA, automation and digital operations preferred - Present project analysis and findings to senior leadership to share insights, obtain approvals, and other requirements - Strong knowledge and experience in Process Improvement Techniques/Certification Black Belt in Lean, Six Sigma and Digital transformation - Capability to conduct workshops on Process Excellence Tools Techniques - Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations - Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment - Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances Qualification, Experience required: - Bachelor's/Master's degree in any discipline from a reputed and recognized university - Certified Black Belt in Lean and Six Sigma from a reputed certifying body, with an outlook to automate, digitize and simplify processes - 12+ years working experience, 5 years + experience in Process Excellence and Quality function - 10+ years working experience in BPO/KPO/Contact Center/Travel Vertical - Excellent communication skills and exposure to International assignments and/or client engagement with the ability to communicate at all levels. - Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes. - Application experience and skill (MS Excel, Visio, PowerPoint, Word; MINITAB, or other analysis tools) - Exposure to Data analytics tools such as Power BI or other equivalent - Proficient in using Microsoft Office applications, especially Microsoft Excel and PowerPoint Company Profile : https://www.igtsolutions.com/overview/ Location: Gurgaon Shifts: US Shifts

Gurgaon/Gurugram

IGT Solutions - Manager/Senior Manager - Transactional Quality 

Job Description for IGT Solutions - Manager/Senior Manager - Transactional Quality  in IGT Solutions Private Limited in  Gurgaon/Gurugram for (8-12) years of experience. Apply Now!