Senior Manager - Process Improvement - BPO/ITeS

Job Profile : Senior Manager (Process Improvement) for Mumbai Location

Experience : 12 - 15 yrs.

Shift Timings : UK shift

BPO/ITES Experience preferred

Job Description

Role & Responsibilities :

- Represents and encourages a continuous improvement culture within the site.

- Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.

- Identifies opportunities/issues, defines and manages continuous improvement projects using the Lean Sigma/DMAIC framework/Blackbelt.

- Defines the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.

- Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).

- Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.

- Recommends solutions and controls, and implementing approved recommendations.

- Ensures accurate quality measurements and tools are implemented within campaigns.

Principle duties include :

- Meets all project goals (Quality, Delivery and Cost)

- Identifies, tracks, and manages project tasks, and resolves project issues.

- Proactively disseminates project information/reporting to all stakeholders.

- Identifies, manages, and mitigates project risk.

- Ensures that the overall project solution is of acceptable quality.

- Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.

- Defines and collects metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.

- Manages the overall work plan to ensure work is assigned and completed on time and within budget.

- Experience Target (in this job or a related function/field): 12 years and above experience of independently handling black belt projects and mentoring the projects. Management tools and methodologies, or equivalent experience.

Skills :

- Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.

- Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team.

- Excellent technical (MS Project, Word, and Excel) and math/statistical skills.

Knowledge/Abilities :

- Strong understanding of the call center industry and operations.

- Ability to work in a dynamic, fast-paced environment.

- Understanding and ability to use statistical process analysis.

- Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.

- Understanding and ability to use math principles, charts and graphs.

- Managing team of black belt certified