Manager - Operational Excellence - KPO/BPO

Position : Manager

Location : Mumbai, Vikhroli/ Thane

Reporting to : TBC

Job Summary :

The primary focus of this role is to aid the embedding of Operational Excellence (OpEx) across the business to build a lasting and sustainable operations management capability. This role involves the support and implementation of identified operational improvement opportunities that deliver lasting customer and business benefits.

Principal Duties/Responsibilities :

KPI Management :

- Deliver Operational Excellence projects (as an individual contributor or as part of a team) that align with the OpEx standards and deliver optimal benefits that are articulated in the business case

- Proactively identify OpEx opportunities and appropriate OpEx solutions

- Ensure the WTW OpEx methodology, tools, technologies and thinking are embedded into the operation and applied accurately and consistently

- Contribute learnings back to the core to continually enrich the OpEx intellectual capital in the organisation

- Constructively challenge the organisation to constantly improve operational capability and performance

- Identify implementation risks and barriers to adoption to develop risk mitigation strategies to optimise the success of OpEx deployments

Operations Management/Operational Effectiveness :

- Champion OpEx in the business units and work with teams to deliver continuous improvement opportunities

- Participate in Organisation wide learning initiatives and knowledge management development opportunities to enhance the sustainability capability of the organisation

- Collaborate with other Divisions and operational hubs (often across different geographies) to maximise benefit realisation

People Management/Development :

- Manages the performance of all direct reports within the division through the formal performance management system

Relationship Management :

- Operate in a team to constructively challenge the organisation to constantly improve operational capability and performance

- Work with senior leaders and managers within the division to introduce and implement OpEx principles

Required Qualifications, Skills, Knowledge, Experience :

Qualifications :

- Bachelor's/PG degree from institute of repute

- Additional Certification in Operations Improvement methodologies like Lean and Six Sigma will be preferred

Skills :

- Programme and project management - ability to co-ordinate multiple complex projects simultaneously

- Process, operations management and organisation design orientated. An organiser with strong planning ability and attention to detail

- Excellent communication skills, both verbal and written

- Proficiency in standard Microsoft packages

- Good Presentation Skills

- Able to facilitate, coordinate & close loop discussions with specific action plans

- Able to make decisions under a high pressure environment and reacts well to challenges in somewhat stressful situations

Knowledge/Experience :

- Experience of working on project team for large and complex projects and track record of high quality delivery

- Knowledge of process automation / digitisation techniques and technologies

- Experience and knowledge of working in a global services organisation

Shraddha Mehta