Manager - Global Quality & Management - BPO

Role : Manager-Global Quality and Management

Location : Mumbai ( Thane- West)

About The Role:

Responsible for the design, standardization and performance of the customer-facing business processes that support existing and new processes/products/services and manage the Quality team.

Job Description :

- Lead the development and implementation of best practices for an information services product line. Target areas of improvement in time to delivery, COGS, and quality. 

- Serve as primary point of escalation for any internal/external customer concerns; capably address customer issues directly 

- Understand, design, measure and optimize the process 

- Work with various groups to obtain the input necessary for business process management and pro-active process improvement. 

- Use six-sigma methodology to search for root causes of performance lapses and correct them. 

- Evaluate suggestions from all the input departments and work with Product Manager and Production Managers to prioritize ideas for process improvements, technical changes, training changes, etc. 

- Manage process changes.

Educational Qualification & Work Experience:

- 7 to 10 year experience in BPO

- Minimum of 5+ year experience in Quality function

- Green Belt certified/Black Belt trained

- Experience with any Business Process Management methodologies (Six Sigma, Lean, BPM or TQM)

- Hands on experience of implementing Quality tools

- Experience in lean six sigma, transformation and business process reengineering project

- Knowledge of statistical tools, lean tools like value stream mapping and Minitab application

- Understanding of all/portions of the quote-to-cash business processes

- Strong analytical skills to study operational performance

- Financial acumen to craft business cases for proposed initiatives

- Experience documenting Business Process flows, crafting/updating Standard Operation Procedures, and documenting business/functional requirements for IT

- Knowledge of at least one Project Management technique and tool (MS Project, PMI certification)

- Ability to engage with all levels of within the organizations, from Product Manager, Finance, IT and Operations teams to Senior Executives

- Ability to work independently and as part of a team