Process Excellence Manager

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 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 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