Manager

Job Description

Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting Support in development of process improvement and innovation strategy for client business Planning and execution of projects; managing process improvement program for client engagement(s) Act as business interface for client transformation teams, EXL transformation, technology and operations teams Build relationships with key business leaders and other stakeholders to drive improvements Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking Drive Lean Six Sigma culture, extensive usage on quality tools and concepts and mentor GB / BB Support business development; support in RFP, RFI responses from quality perspective Active participation in client visits, showcasing transformation case-studies Responsible for ensuring smooth set up and functioning of QA to meet business, internal and certification requirements; gather client requirements, build QA plan, support migration team for implementation for new client processes and ensure consistent delivery on QA program Candidate Profile Minimum 7-10 years of total work experience of relevant in BPO / ITES industry Must have led process improvement / transformation program with significant savings (with at least 3-4 projects led individually) Must have mentored at least 5 – 7 GB / BB projects Must be a Lean Six Sigma Black Belt – trained / certified. Minimum 1 year in current role / assignment Insurance domain knowledge preferred Excellent education pedigree Graduate degree is a must, degree in a quantitative discipline is preferable (Engineering, Statistics etc.) MBA preferred but not essential Exposure to multiple client environments Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders Evidence of problem-solving analytical mindset and comfort with business ambiguity Excellent oral communication and presentation skills Superior written communication skills Show more Show less