Head – OpEx, BOM

Job Title:Head Operational Excellence, GSC MumbaiJob Location:Vikhroli, MumbaiRCS Grade:HIn this role you will lead the Operational Excellence function for the center, implement functional strategy to identify new and alternative approaches to improve effectiveness and efficiency of business processes in line with overall business strategy and objectives, Group guidelines and policies
The role reports into Global Head Operational Excellence, and dotted line reporting to local center head Key Responsibilities:Ensures process excellence and performance improvements through structured and logical approach in a captive Ops excellence environmentEnsures alignment and management of DMAIC project portfolio and local initiatives in collaboration with local site teamAble to collaborate with operations team from Agent level to Center Head Level for Improvement and implementationLead the implementation of First Choice and act as a mentor for DMAIC and Lean initiativesEnsure successful completion and tracking of strategic Global improvement initiativesEnsure the customer survey results are acted upon in cooperation with the different operations and customer facing teamAble to optimize the FTEs in the processes and design simulation, as and when applicable, to have a right balance between KPI, FTEs and VolumeCan achieve tangible financial target through process efficiency improvementImplement framework for Transactional Quality Audits in various processesRoll-out companywide projects with intense cross-functional involvementLead and drive the achievement of performance measurements across the organizationLeads and steers the service analytics teamAct as a change agent and have logical and analytical abilityCoordinate, manage and own the BCP manual Support Center management during any potential BCP situationsSelf-motivating and able to work independently as a Black beltCoordinate, manage and own the BCP manual Support Center management during any potential BCP situationsLead and ensure that the BCP process and documentation has been updated on a timely manner and complied accordinglyStakeholder Management:Collaborates with senior management to deliver strategic business resultsAct as a change agent with relevant stake holders / subject matter experts to drive new conceptsBuilds collaborative cross-effectiveness across departmentChampions cooperation and partnership to provide integrated solutions to problems Provide technical guidance to line manager and delivery leaders, and fosters empowerment and involvementManagement Responsibility:Lead the team size of > 6 OpEX professionalsCoach and develop team membersAccountable for local center OpEx functionRequired Qualifications skills:University degreeManagement qualification / Project Management Professional will be desirable6+ years of relevant experience in the Operation Excellence domain, preferably in logistics shared services5+ years of senior management/functional head experience in shared services domainProficiency in lean and six sigma methodologiesStrong analytical skills strategic thinking abilityExpertise in change management principlesStrong problem-solving skills to identify challenges, develop solutions, and implement corrective actions in a timely mannerFamiliarity with trends and best practices in the shared services and logistics industry to inform strategic decisions and initiativesAbility to adapt to changing environments and priorities, demonstrating resilience in the face of challengesProficiency in digital tools and technologies to support digitalization efforts and enhance operational processes within the GSCAbility to facilitate discussions, negotiate effectively, and resolve conflicts to achieve consensus among diverse stakeholdersExplore and action any process automation opportunitiesStrong organizational skills to prioritize tasks, manage multiple projects simultaneously, and meet deadlines