Process Excellence Lead

Lean Six Sigma GB certification is a must

Main Responsibilities:

- Review the status of the CI implementation and drive initiatives as needed

- Track and find out internal efficiency by analysing operations KPIs

- Analyse, track and identify root causes for the drop in customers satisfaction, enhancements and recommendations

- Contact, check and identify the reasons for customers leaving Tech Mahindra and act on the voice of the customer.

- Drive and lead the qualitative and Quantitative metrics as a target for different processes.

- Conduct Kaizen Roadshows to spread Kaizen culture across the organization

- Manage, monitor and analyse process performance on Call Quality, FCR, CSAT and other relevant qualitative and quantitative metrics to initiate metric improvement projects

- Implementing Lean events, Kaizen events across the programs

- Maintain reporting timelines and targets to ensure efficiency

- Support and assess process owners in managing their processes by doing metric management, helping them identify areas of opportunity and working towards improving the same, using improvement methodologies (Six Sigma / COPC / ISO / Lean Sigma / DFSS).

- Process mapping and identifying nonvalue add steps to create lean and agile processes

- Responsible for identifying business problem areas and aligning themselves to the pain areas through Continuous Improvement Projects

- Responsible for working with the client’s Business excellence & Operations teams to hunt down processes for RPA & conducting initial RPA process investigation, priority, assessment & fitment analysis.

- Act as customers’ key contact and guide them through the analysis process and become their trusted advisor on process improvement.

- Strengthen and enhance internal and external processes to make them more efficient and effective by identifying process improvement/re-engineering opportunities

- Supervise and Work on process improvements through continuous improvement initiatives and Six Sigma methodology.

- Mentor and develop the team including regular performance reviews and appraisals if aligned

- Conduct Quality fundamentals, Intermediate and Quality practitioner certifications across teams

- Conduct Lean Six Sigma White belt and Yellow belt training and certification across teams

- Manage, supervise Process Improvement & Adherence and Process Standardization

- Ensure key issues related to process are reported and corrective actions are taken.

- Manage and lead Coaching/ imparting skills to on quality tools, six-sigma, lean, Kaizen/Trainings for team on developmental activities.

- Ensure continuous monitoring of trends in the market and provide advice to leadership on potential initiatives

- Maintain confidentiality in all matters related to work and information.

- Perform any other duties assigned to him/her related to the nature of the work

- Drive Ideation to generate more ideas from the employees