Manager - Business Excellence - Black Belt - BPO

A reputed BPO client.

Roles & Responsibilities:

- Responsible for working on streamlining processes and continuous improvement across processes contributing to CSAT & gross margin

- Process mapping, identifying and implementing process performance matrix

- RCA for customer complaints and ensuring timely response to the customer

- Lead project meetings and work with all stakeholders to ensure project is completed with timelines.

- Identify interdependencies of the project, determine other requirement, roles and approvals required and work upon them

- Ensure smooth integration and implementation into other routine production processes where applicable

- Expected to drive continuous improvement of various process quality, turnaround time, and delivery performance by working closely with cross-functional teams for the delivery to enhance business growth by improving bottom line

- Drive change management through stakeholder management and influence business improvement objectives for the vertical

- Drive Customer Centricity and Process Excellence within the Organisation, by engaging with employees at all levels

- Define and assist in identifying improvement projects through data analysis, metrics review and process walkthroughs

Eligibility Criteria

- Should be Six Sigma BB Certified from reputed institutes like ASQ, ISI, Benchmark etc.

- Project experience is mandatory, should have completed at least 5-6 projects in service industry.

- Candidates should be in Process Excellence (PEX)/Service Excellence (SE)/Operational Excellence (OE)/Delivery Excellence (DE) Team doing process improvement role for at least 6-8 years.

- Should have good communication and capable of Training employees on Six sigma/LEAN/PDCA and drive Kaizen across organization.