Senior Process Excellence - Black Belt Certified - BPO

FUNCTIONAL/ OPERATIONAL :

- Certified lean Six Sigma Black Belt

- Should have expert knowledge be Six Sigma and Lean Techniques

- Experience in Project management, preferably PMP or Prince

- Must have in-depth knowledge of Business Process Mapping and Modeling (Business Process Re-engineering)

- Knowledge in RPA opportunity identification and deployment

- Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.

- Bachelors or higher education degree with overall 7-12 years' experience with minimum of 4-7 yrs of experience in Process Improvement(PEX) role

- Should have completed 3-5 Projects across different verticals as Project Lead and mentored >5 Projects across different verticals

- Should have worked on multiple client (International & domestic) collaborated project (client engaged). Role requires active engagement with internal and external stakeholders.

- Possess speed to delivery. Ability to collaborate and challenge in a consultative style.

- Solution Oriented and contribute towards RFPs, outsourcing opportunity assessments

- Work across multiple projects and time-zones concurrently juggling multi-dimensional deliverables - both as sole contributor and team deliverables

- Possesses outstanding analytic and problem solving skills as well as a strong ability to dissect up from business requirements and realize true business need in order to identify opportunities.

- Excellent communication skills and exposure to International assignments and/or client engagement with the ability to communicate at all levels.

- Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes.

- Analytical bend of mind to understand the business needs and the workflow of the management and the administration tasks.

- Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound, outbound and Data Processes).

- Preference to candidates who have supported F&A, Travel, Banking and/or Healthcare processes in PEX capacity

Information Security + General Security Responsibilities :

- Adhering to Information Security Policies and Procedures of IGS

- Ensuring compliance to Information Security Policies and Procedures.

Specific Security Responsibilities :

- Ensure reportees comply with the security policy and procedure of IGS

- Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

- Ensure the audit non-compliances are fixed within the stipulated timelines.

- Protect information entrusted to you.

- Follow the information labeling and handling procedures based on the classification level of the asset.

- Follow the Clear Screen and Clear Desk Policy.

- Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

- Comply with the Non Disclosure Agreement.

CLIENT SPECIFIC / ORIENTED :

- Active participation in WBR/MBR/QBRs with internal stakeholder & clients

- Represent PEX during client / internal review calls and handles escalations

- Manages Client expectations and ensures Client satisfaction.

The candidate will need to understand & comprehend client requirements and ensure the project is completed on time and within budget.

Key responsibilities include :

- Enhance process capability from the current base-line through process improvement methodologies

- Analyze current operations to identify new project opportunities and financial benefits. Determine key drivers to meet the business objectives.

- Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical

- Manage overall Lean Six Sigma capability building strategy for the site/client, to take Green Belt training classes.

- Plan and execute Projects as per defined Timelines to meet desired goal as a Project Lead for Key Projects and as a Mentor for Projects done by Operations, who are trained on Lean Six Sigma

- Monitoring Process ICU Metrics and provide required support to improve performance to ensure that those Key Metrics move out of ICU list.

- Continue to provide Value Adds for Processes in aligned vertical - Analytics support (Data Analysis), Business Transformational Ideas, etc

- Lead and facilitate key organizational initiatives on Process excellence

- Conduct Value stream Mapping exercise and ability to create, execute, and maintain an "AS IS" to "TO BE" Roadmap.

- Design & Re-Design Business Processes towards Process Improvement / Transformation.

- Identify and evaluate complex business and technology risks, internal controls which mitigate risks, and related opportunities for internal control improvement.

- Identify opportunities for improvement and bottlenecks through waste analysis and consistency analysis.

- Conduct diagnostic studies on the key accounts identified and implement a Process excellence framework in line with the business objectives

- Minimum 4-7 years of work experience in BPO / Banking / Healthcare / FNA operations