Managing Partner at Placement Factory
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Senior Manager/Manager - Quality/Process Excellence - Black Belt - BPO (8-15 yrs)
Senior Manager/Manager - Quality/ Process Excellence - MNC BPO
Position Title, Responsibility Level - Manager Black Belt - Quality & Process Excellence
Function - Quality & Process Excellence
Shift - UK - Should be flexible as per the client projects
Must - Insurance Business process Managment (BPM) Transformation experience
Preferred - RPA implementation into Insurance BPM
Location - Noida
Job Description :
Basic Function :
The Manager BB is responsible for ensuring smooth functioning of Quality Compliance function in client processes while ensuring that internal and client compliance requirements are met and assisting in driving incremental improvements.
Essential Functions :
- Assist in set up of SLAs and continuously benchmark processes, baseline performance and target setting
- Design new processes for QC functioning to meet client specific requirements
- Run large transformation projects for process improvements.
- Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements
- Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements
- Ensure the effective running and updation of the PROMPT system and accurate rating of process performance vis--vis SLA targets
- Facilitate and identify potential areas for improvement; lead improvement Projects using the DMAIC and other lean six sigma methodologies like DFSS etc.
- Train / mentor AMs and QCAs and operations teams on quality tools and concepts
- Business development in select areas; support in RFP, RFI responses from quality perspective
Primary Internal Interactions
- PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP
- Ops AM, Lead AMs, Managers, Sr. Manager, AVP, VP
- Migrations Managers, AVP
Primary External Interactions
- Client, for the process quality
- Client(s) for project reviews
Organizational Relationships
Reports To : AVP - Quality & Process Excellence
Supervises : QCAs, AMs, Lead AMs
Skills
Functional
- Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
- Knowledge of quality assurance, process improvements, domain, etc
- Monitoring and Reviewing
Leadership
- Fosters a spirit of collaboration and team work
- Ability to relentlessly pursuing excellence
- Demonstrates an intellectually agile and analytical approach and thought process
- Acts as Brand Ambassador
- Ability to win talent war through effective people management
General :
- Conformance to policies / compliances with auditing skills and eye for details
- Ability to coach and give feedback on an ongoing basis.
- Strong written and verbal communication skills
- Project management skills and ability to lead in a continually challenging environment
Education Requirements :
- Graduate in any stream
- Black Belt Training / Certification for external candidates
- Exposure to quality systems (ISO, COPC, etc) preferred
Work Experience Requirements
- Minimum 7-8 years of total work experience with at least 2 years of relevant in BPO / ITES industry
- Must have led at least 3 to 4 BB/GB projects with significant savings
Minimum 1 year in current role / Assignment
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