Operational Excellence Role - BFSI/BPO/KPO

Responsibilities

Process Governance:

- Own the validity & accuracy of data and information available in BPM

- Ensure process maps and workflows are in place and validated regularly

- Identify and mentor top down improvement projects basis Process Governance reviews

- Understand the end to end process flow

Continuous Process Improvement:

- Be responsible for deployment of Operational excellence Framework across aligned teams and Sites

- Drive Improvement projects, Just Do It and Best Practices across delivery teams

- Identify and mentor improvement projects( PE projects)

- Identify and mentor Risk, Customer Experience & Business impact projects

- Identify and mentor cost efficiency projects

- Drive business transformation through PE Methodology and Analytics

- Drive ideation and execution of ideas

- Support & promote Innovation

Metrics Management:

- Ensure metrics & reporting activities are seamless

- Review Data Collection Plan for any gaps

- Random audit on metrics in Service Management tool vs. Metrics Reporting tool to identify and curb any improvement opportunities / inefficiencies

- Drill down on any CTQ slippages

- Drive metrics aligned towards business outcomes.

Stakeholder Management:

- Connect with relevant stakeholders on a regular basis;

- Promptly address any process gaps and stakeholder priorities

- Gain a seat on the table and insure participation on key initiatives of the LOB assigned

Strategic Initiatives:

- Take lead on strategic initiatives of the OPEX / LOB org basis skills & interest

Initiatives inclusive of (but not limited to)

- Organizational Priority

- Domain & Technical Skill enhancement

- Industry wide methodologies and practices (Six Sigma, Lean, Kaizen, PMP)

- Metrics Enhancement

Requirements

Essential Skills

- University degree

- Black Belt certified

- Understanding and working knowledge of off shoring industry.

- Quality background (Six Sigma, Lean, Kaizen) with implementation experience

- Strong communication and interpersonal skills

- Understanding of SDLC (Waterfall & Agile) and Technology Operations domain

Desired Skills

- Strong ability to influence

- Dynamic individual with high energy, inclination and skill to drive change in business

- Creative thought process to be able to think out of the box and logically connect the dots with underlying business drivers

- Should have mentored Just Do It / Best Practice Replications in the capacity of an RQE( Resident Quality Expert)

- Knowledge of JMP.

- Post Graduation would be an added advantage.

- PMP Certified.

- Experience of process improvement in a varied domain and environment

Experience requirement: 12+ years of experience

Location: Hyderabad

Shift Timings: Should be flexible and open to working in shifts.

Process Timings: 9 hrs per day Flexible in shifts with Weekends OFF