Manager - Process Excellence & Transformation - BPO/ITeS

Role : Manager - Process Excellence & Transformation ( BPO / ITeS)

Location : Mumbai (Thane - West)

Job Description :

- 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.

Roles & Responsibilities :

- 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 & Skills :

- PG / Graduate with 6 to 10 yrs of experience in ITeS / BPO Environment into Process Excellence & Transformation.

- Min 5+yrs 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

- 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 from Product Manager, Finance, IT and Operations teams to Senior Executives

- Ability to work independently and as part of a team

- Strong focus on process and product quality balancing ability to meet customer expectations while delivering business operational efficiency.

- Business Process Management, Six Sigma, Lean

- Business Process Modeling tools (Visio, other)

- Project Management methodology & tools

- Business Analysis; business requirements

- Data analysis/mining