Mphasis - Manager - Delivery Excellence - BPO

Manager - Delivery Excellence (BPO International)

Location – Pune and Bangalore

Position Description-

The Delivery Excellence Manager role would that be that of an Internal Consultant to the organization. The incumbent would work with teams at multiple levels of the organization across towers & functions. S/he would also be interacting with clients directly sometimes at client locations, both domestic & international. The incumbent will be able to enhance his skill, knowledge and capability through cross-functional learning and exposure through both functional and management interactions.

This role offers to develop a tool set comprising of functional and leadership skills that will help to be highly effective leader at higher levels of management. The right candidate will be groomed into future certified Six Sigma Black Belts / Master Black Belts.

Responsibilities-

1) Technical

- Study & Identify areas of process improvement both internally and at client site

- Run improvement projects across processes using the Six Sigma & other methods

- Manage & Improve client SLAs

- Advise the business on the course of action based on data digging & analysis

- Content & Tool Development for various trainings and clients

- Conduct trainings - Six Sigma & Others

2) Leadership

- Promulgating the Lean Six Sigma culture through mentoring resources into green belts and black belts

- Proactive, Strong Analytical, Interpersonal Skills and A team player

- This role is an individual contributor role

Must Have Skills/Qualifications

- Effective written & spoken English communication skills

- Ability to handle and analyze large amounts of data

- Willingness to Learn and Can Do Attitude

- Result Oriented approach to activities

- Ability to manage projects remotely

- Overall 7+ years of experience

- Experience in Call Center a must

- Driven and Self Initiated

- Proficiency in Excel

**BLACK BELT CERTIFIED OR TRAINED**

Nice to Have Skills/Qualifications

- Project management experience

- Completed Six Sigma/ Improvement projects

- Educational Requirements

- Graduate/ Post Graduate from any discipline

- MBAs would be an added advantage

- Travel Requirement/ Shift Hours

- Willingness to travel both domestic & international

- No shifts, but certain clients interaction may lead to Late Nights

Selection Process-

- Resume Screening

- First Round Elimination round interview,

- TEST Round (in MphasiS Premises)

- HR Interview

- Final Selection round interview