Job Description - Quality AM/Manager - Customer support -Bangalore MNC

Job Description

Role & responsibilities Role Designation: Purpose/Essence of the role: Understand end to end client processes and drive various process improvement initiative to achieve higher Efficiency, Effectiveness and customer experience. Act as a change agent on the ground and help the delivery team to build a strong foundation of Process improvement which will create a path for large scale improvements to transform the processes in future. Key Responsibilities: - 1. Analyze the requirements by demonstrating understanding of client business scenarios and constraints. 2. Ability to map client processes using VSMs / Flow charts to identify pain areas 3. Ability to conduct brainstorming / ideation sessions to find out possible solution alternatives and work with different teams to conduct feasibility. 4. Follow the steps for solution deployment as envisaged in the project plan, foresee possible cutover issues and plan for them proactively. 5. Train the resources / prepare the training material if required in order to ensure the smooth transition to new systems / processes 6. Able to conduct Quality training. 7. Able to conduct basic data analytics to help ops in getting meaningful insights from the Ops data. 8. Engage with Client and Ops stakeholders to drive process improvements / change management activities. 9. Able to estimate the benefits of transformation projects and present it to Finance / clients for sign off. 10. Lead small / medium size projects and perform project management activities. What are we looking for? Educational Requirements and Skills • Graduate / Post Graduates in Management with minimum 4-6 Years of exp in driving process Improvements. Good knowledge of minimum one Industry Domain (F&A) Good Analytical skills Hands on knowledge of using Excel tools. Knowledge of Data Visualization tools is preferred. Purpose/Essence of the role: Build process improvement culture in client processes and use various Continuous Improvement levers along with domain knowledge to identify process improvement opportunities to achieve higher efficiency, effectiveness and experience for our customers. Role require as strong understanding of Improvement methodology like Six Sigma & LEAN with good awareness about RPA / Digital technologies. Key Responsibilities: - 1. Identify improvement opportunities in Client processes: a. Identify the opportunity areas in client processes resulting in Business value delivery b. Analyze the requirements by demonstrating strong Domain knowledge, understanding of client business scenario, understanding constraints in implementation solutions and technology in Digital space c. Identify opportunities to implement RPA/Tactical automation solution in F&A Domain d. Drive Top down opportunity identification workshops and bottom up ideation initiatives for creation of high impact pipeline o f process improvement opportunities Process, operations, business data analysis to identify improvement opportunities. Validation of opportunities and conversion into the projects. 2. Mentor projects: Mentor / Lead Process Improvement projects using methodologies to implement process improvement through structured approach. Conduct toll gates review and guide project leaders for appropriate storyboard creation and update in the project management tool of PI projects. Govern the process of validation and sign off of the project closures in the project management portal. 3. Client Management: Participate in client interactions to present the process improvement case studies. Establish Governance with the client for project opportunity identification/ workshops, project validations and sign offs 4. Build process excellence culture: Design (Customize) and deploy Process Improvement framework for the engagement (s) by gathering requirements from stakeholders. Drive Certification program at the engagement level and participate in the training programs as trainers. Conduct in house training programs on Lean Six Sigma methodology (YB and GB). Drive Certification program at the engagement level 5. Analyze structural feedback from the Stakeholders: Support process owner to drive improvement plan for CSAT at org. level, analyze, provide feedback and drive corrective and preventive actions. 6. Create Branding for Quality/Organization: Creating awareness by training and bringing visibility to quality initiatives in the engagement in order to drive Process Improvement culture. Creating process improvement case studies and socializing with teams on various success initiatives of engagement performance