Deputy Manager - Quality / Process Excellence

Job Location: Pune

Designation: Deputy Manager

Shift: 5PM 2AM.

Mode: Hybrid (3 WFO, 2 WFH). Sat-Sun fixed off

Key responsibilities:

• Single point of contact for driving CI and Quality Support for the assigned account.
• Connect and collaborate with Client independently on a regular basis to understand the VOC and early warning signal on escalations
• Lead and guide a team of Improvement Consultants (BB's)
• Ensuring Implementation of Quality Standards in the account as per the Organization requirements
• Design and deploy consistent improvement framework to enhance customer satisfaction
• Facilitation of Metrics Management. CPMs/KPIs and mitigation plans to avoid penalties if any
• Execute client projects on cost reduction, customer experience improvement, process re-engineering, process improvement, workforce optimization by using Lean & Six Sigma methods
• Project planning, project management, change management at client locations, stakeholder management & communication
• Facilitating workshops, remote groups and leading process diagnostic for articulation of process issues and solution formulation
• Bench marking processes, Management dashboard set up & building the best practices repository.
• Leverage business optimization & innovation tools & application for process re-engineering or improvement
• Bring in expertise regarding moderate AI/ ML capability driven transformation experience
• Any experience in driving process improvement in Finance and Accounting space will be an added advantage
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

Qualifications

• Any UG/PG (Engineering background is preferred)
• Six Sigma Green Belt or Black Belt certification
• Process Excellence experience in either manufacturing or service sector, BPO industry experience is preferred.
• Understanding of Finance and Accounting processes is preferrable.