Senior Manager - Business Excellence & Continuous Improvement - BPO/ITeS

Senior Manager Business Excellence & Continuous improvement

Skillset Required Roles and Responsibilities :

- Must be Lean Six Sigma Black Belt certified

- Should be well versed with QMS (ISO) or CMMi or COPC standards

- Must have 3+ years Experience with Customer Service domain

- Must be leading client facing discussions on process improvements

- Capturing and Analyzing performance of the Relationship

- Developing quality procedures & service standards

- Automation related suggestions and Implementation (RPA experience will be an added advantage)

- Experience in Change Management processes to understand the desired outcome with the change and suggest alternatives to overcome any risks associated to the client with the proposed changes

- Understand and effectively implement BCP as required

- Data gathering and scrubbing during transitions of new processes

- Priority setting skills

- Able to manage time, tasks, tools and outputs in order to meet pre-determined deadlines

- Problem solving skills

- Practical troubleshooting

- Communication skills (written / verbal)

- Independently manage the team with minimum or no supervision and be able to achieve process SLA's and KPI's.

- Previous experience in setting up and managing a new process independently and interacting with key stakeholders.

- Experience in having implement process improvement initiatives in the past to cover gaps or bring about a quantum shift in efficiency of operations.

- Set and monitor Team and individual objectives and manage the team's performance daily, providing feedback and direction on all performance metrics, while coordinating resources to effectively manage workload by analyzing and anticipating trends.

- Proactively identify opportunities to improve the customer contact offering and implementing new initiatives to ensure the provision of an effective, efficient solution orientated service to a range of customers

- Undertake detailed quality reviews, providing coaching and support to create continuous improvement