Job
Description
Job Description: The jobholder is responsible to manage, the implementation, and the maintenance of process excellence and continuous improvement engagements across the organization. Also liaise with a range of internal stakeholders across different department and locations involving them to participate and deliver to the CI initiatives other initiative/implementations as needed per the business requirements. This will be an individual contributing role and strong domain expertise is preferred. Main Responsibilities: - Review status on the CI implementation and drive initiatives as needed - Track, analyse and find out internal efficiency by analysing operations KPIs default - Analysis, track and figure fully the quality standards of the customers satisfaction drop and enhancements recommendations - Contact, check and know the reasons of customers leaving reasons and act as the voice of the customer. - Drive and lead the quality metrics as a target for different processes. - Manage, monitor and analyse process performance on Call Quality, FCR, CSAT and other relevant qualitative and quantitative metrics to implement metric improvement projects - Implementing Lean programs, Kaizen programs across the programs - Maintain reporting timelines and targets to ensure efficiency - Support and asses 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 clients 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 identify process improvement/re-engineering opportunities - Supervise and Work on process improvements through quality initiatives and Six Sigma methodology. - Mentor and develop the team including regular performance reviews and appraisals if aligned - Manage, supervise Process Improvement and Adherence, Process Standardization - Ensure key issues related to process is reported and corrective action 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 Analysis and Feedback: - Research to create value added / proactive proposals for prospective/existing customers. - Benchmarking performance of existing customers vis--vis competition - Conduct interactive workshops for employees on quality tools and generate process improvement ideas - Presenting data, sharing analysis and getting concurrence from stakeholders on actions (for assigned processes - Participate in the development of new offerings and innovation in the automation space Reporting & Administration: - Share progress on Improvement initiatives with leadership team and other Ops/Client stakeholders - Participate in Daily/Weekly/Monthly reviews to share the update and action plan on various process and system improvements - Spread awareness around practices such as Business Process Re-engineering, Digital Transformation, Automation etc. via workshops, sessions and other activities Qualification: - Bachelor’s degree in business administration, Quality Assurance or any related field - Master’s degree is a plus - Relevant Professional Certification (CIA, six sigma, Lean sigma, business analytics, COPC, etc.) is preferable. - Six Sigma certification BB is a must along with minimum experience of successfully delivering 7-10 high impacting six-sigma projects
