Job
Description
We are looking for a skilled professional with 8 to 12 years of experience to join our team as an Assistant Director/Manager - Service Excellence in Bengaluru. The ideal candidate will have a strong background in problem-solving and driving change through technology. ### Roles and Responsibility Develop and implement process improvements to enhance service excellence and efficiency. Manage business stakeholders across different levels, building strong relationships and ensuring seamless project delivery. Conduct assessments of current processes to identify improvement and automation opportunities, creating an automation and transformation roadmap. Collaborate with various functions to ensure system solutions meet functional requirements. Present data, share analysis, and gain stakeholder concurrence on actions for assigned processes. Set up lagged and leading indicators for measurement within the system, building and driving calibration models to standardize onshore and offshore processes. Demonstrate skills in data cleansing, data quality assessment, and using analytics for data assessment. Participate in continuous improvement initiatives (KAIZEN) and other quality-related initiatives to spread quality awareness. Deploy consulting best practices, knowledge, and techniques when undertaking work. Perform rapid assessments of client landscapes, providing insights around hypotheses and solutions. ### Job Requirements Strong experience in problem-solving and driving change through technology. Total experience between 8-12 years, including managing or supporting workstreams/project initiatives in large-scale transformation projects. Knowledge of Business Process Re-Engineering, Six-sigma concepts of DMAIC, Project Management, and all related tools. Experience in mentoring and implementing projects, along with expertise in creating, reviewing, and closing projects. Well-versed with contemporary technologies such as RPA, Machine learning, Artificial Intelligence, and Analytics. Experience in process due diligence and diagnostics, building solutions, and restructuring processes. Assertive, strong orientation towards statistical analysis, good team player, and willingness to lead teams not reporting into them. Ability to set up metrics for measurement in the system and build and drive calibration models. Demonstrated skill at data cleansing, data quality assessment, and using analytics for data assessment. Should have taken part in Continuous improvement initiatives (KAIZEN) and other Quality-related initiatives to spread quality awareness. Excellent communication skills, result-oriented, self-driven person with a high energy level, analytical and structured with extensive experience in managing a high-performance team. Knowledge of statistical tools. Knowledge of data science and exposure to decision science projects. Knowledge of business analytics tools like Tableau, PowerBI, or similar tools. Exposure to agile framework. Exposure to Design Thinking framework. Exposure to latest AI/Gen AI tools. Implement visualization concepts. Expertise in building reports and deriving intelligence from them.
