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
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