Manager - Process Excellence - Telecom Vertical - BPO

Manager - BPO - Process excellence Telecom Vertical - (Night shift )

Key areas of responsibilities (KRAs) :

- Manage and execute high impact business / organizational projects which are cross functional in nature.

- Generate business impact / client value adds through Continual Improvement initiatives or transformational thought process

- Support all geographies in Continual Improvement initiatives.

- Support all other Business Excellence initiatives e.g. CSAT, Internal Customers Satisfaction (ICSAT), Operations Self Assessments (Health checks), implementation of Transition Methodology.

- Alignment of organizational metrics to Excellence frameworks.

- Implement strong governance to address Operations Quality and Improvement projects and initiatives.

- Build team capability.

Desired skill sets - Strong Program management skills.

- Sound knowledge and implementation experience of Excellence models (eSCM, EFQM, Malcolm Balridge, CMM etc).

- Knowledge of ISO9000, ISO27000, HIPAA is added advantage.

- Work experience as Quality consultants will be an added advantage.

- Capability to train and conduct workshops in Business Excellence.

- Ability to identify process re-engineering requirements against end to end service provisioning.

- Ability to work across various geographies.

- Customer facing and interaction abilities.

Desired qualifications (including certifications) - Graduate.

- Diploma or Masters in Business Administration or any Post-graduation will be an added advantage.

- Six Sigma Black Belt certified or equivalent

Desired years of experience - 7 - 10 Years

- Preferably, should have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations.

- Work experience in MNCs or reputed organizations will be an added advantage.

- Prior Experience of transformational projects impact end customer will be an advantage

Internal Customers, if any - Senior Management of the geography

- Transition & Solution Design

- Operations

External Customers, if any All customers of the organization