Lead - Operational Excellence & Quality Systems - BFSI

Role and Responsibilities / KRAs :

Quality Systems and Business Process Excellence & Client experience

- Design, deploy, manage Quality System - QA, Customer Complaints, RCA, Issue Management, Training, Six Sigma tools, Value Stream Mapping, etc.

- Digital transformation engagements through Robotic Process Automation RPA by identifying suitable processes, preparing process description documents and by working hand in hand with product owners and development teams for implementation.

- Lead and facilitate Process Discovery and Mapping Workshops with senior stakeholders to define the As-Is (current state) & To-Be (future state) processes.

- Analysis of process performance on parameters such as time, resource utilization and cost by simulating what if scenarios through process simulation before putting processes in operations.

- Perform data driven process improvement insights through process intelligence and mining tools to discover As Is process, analyze As Is process behavior and perform root cause analysis for bottlenecks.

- Digital transformation engagements through Robotic Process Automation RPA by identifying suitable processes, preparing process description documents and by working hand in hand with product owners and development teams for implementation.Design, deploy, manage Quality System - QA, Customer Complaints, RCA, Issue Management, Training, Six Sigma tools, Value Stream Mapping, etc.

- Create customer journey and identified relevant touchpoints and metrics to measure client experience.

Project Management :

- Responsible for end to end delivery of projects from initiation to closure.

- Training of organization in Lean Six Sigma practices

- Change management mainly cultural

- Perform resource management in terms of work allocation, assignment, monitoring deliverables and identification of potential roadblocks.

- Regular interaction with team members and clients on project progress and highlighted risks.

- Ensured quality project deliverables are on time.

- Stakeholder Management

- Closely work with executive management to drive business growth and results

- Manage, develop and sustain effective working relations with stakeholders.

- Manage communications, meetings, and report to client on progress along with the incorporation of feedback of the stakeholders.

Problem Solving :

- Demonstrate ability to independently identify and analyze business problems and recommended solutions through various approaches, tools and techniques.

Personal Development:

- Ensure all personal development goals as agreed in discussion with the reporting manager are met before close of the assessment year.

- Further seek guidance and take initiative on becoming more visible participating in key discussion and supporting the India HR Leader help drive the HR vision in the Company.