Manager/Senior Manager - Corporate Business Excellence - BPO

Client :

Client is a reputed MNC with over 44000 employees worldwide and a large employee base in India. It has presence in 7 countries including Philippines, USA, UK, Canada, UAE and Jamaica.

Location : Bengaluru

Required Skills :

- Strong Program Management, Process re-engineering and design, Process Mapping, Process Deployment, Excellent Presentation preparation and delivery skill, Procedure development, Stakeholder Management, Thought leadership on operations best practices in BPOs, Strong Research and analytical skill, Ability to think creatively and innovatively, Excellent communication skill, Good at MS Excel

Education : B. Tech and/or MBA from reputed institutes

Experience : 6-10 years including at least 2 years in BPO industry

Key areas of responsibilities :

1) Design and deploy new capabilities in Operations areas

2) Train and conduct workshops on new processes or tools

3) Manage global deployment program related to operations best practices and Customer satisfaction enhancements

4) Develop, maintain, implement and execute a comprehensive brand management plan for Business Excellence Programs/initiatives

5) Ensure consistency of all promotions and communication across verticals/Geos.

6) Maintain branding and communications components of Business Excellence

7) Develop and review procedures related to Operations and CSAT processes

8) Manage stakeholders expectations from multiple countries and departments

9) Provide thought leadership on Operations and Customer experience best practices

10) Prepare presentations and deliver to top management

11) Analyse data and provide meaningful insights

Desired Skills/experience : PMP or Prince Certification, Management Consulting experience, Lean Six Sigma Green Belt Certification, Advance MS Excel Skill

Mix of multiple role : Role of process excellence, audit guy and orgn. Capability design, change management

Relevance : Process excellence business area rather operation, transformation business