Process Excellence Manager

Role & responsibilities

Service Excellence Manager

Service Excellence Manager Responsibilities:

• Applies Continuous Improvement and Lean/Six Sigma tools to consistently improve performance, reduce waste and drive productivity across sites and functions.
• Builds, maintains, and leverages relationships across functions to identify opportunities for process improvement and facilitate the implementation of measurement and management systems.
• Provides leadership in support of the identified and implemented projects, which includes project prioritization, budgeting, control and reporting.
• Displays clear expertise in Transformational initiatives to change the business in sync with the dynamic changes in the industry/market.
• Defines, optimizes, and maintains end to end processes to ensure efficiencies.
• Leads cross functional teams in defining current processes/systems; identifies target condition; establishes plans to close the gaps; and coaches teams to successfully implement changes.
• Oversees the deployment of new processes and functions.
• Identifies and establishes metrics and Key Performance Indicators to evaluate process efficiencies.
• Interfaces with IT to work on current and future technology requirements.
• Conducts Root cause analysis and problem solving to ensure optimal operational efficiencies.
• Drives Change Management to promote a culture and mindset of operational excellence and continuous improvement across functions and embedding it into daily work.
• Coaches/mentors stakeholders and team members at all levels to support them through the adoption of lean principles and practices.
• Collaborates with leadership to ensure alignment of initiatives and the successful delivery of the strategy.
• Performs all duties inherent in a managerial role. Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, and hires, promotes and terminates staff and recommends salary actions, as appropriate.
• Participates in special projects and performs other duties as assigned.
• Ability to inspire others to action and to influence without authority is absolutely necessary.
• The ability to function in a fluid environment, with fast change, and fast prototyping and design

Preferred candidate profile

Experience in BPO industry is must

Min Green Belt certified

Comfortable working in shifts

Hands on experience in analytical tools