General Manager - Quality Process Excellence (bb/mbb Certified) Mumbai
- Hexaware Technologies
- 14 - 19 years
- Mumbai
- 4 months ago
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Job Description
Role & responsibilities
Participate in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical.
- Drive culture of process excellence in operation team preferably in Customer Service segment
- Identify projects, train team members and mentor/ lead projects YB/GB and Kaizen ideas.
- Exposure in driving transformation automation in CS environment understanding on industry best practices
- Participate in consulting assignment internally and at Client site
- Deliver productivity and create value for client, Client collaboration and change management
- Support/ Enable change management ensuring from the projects
- Enable stable operation with no surprises
- Drive the Six Sigma culture and initiative across the organization with commitment, passion and persistence
- Ensure Positive contribution to the company's Gross margins and Operating margins
- Lead/ participate in Six Sigma and Lean projects, Identify and Mentor Six Sigma and Lean projects, Mentor Green Belt Trainees
- Value stream Mapping/ Process mapping
- Follow up on action items, Support maintenance of World Class Delivery standards
- Recommend new/ improvements to delivery models
- Identify and ensure implementation automation projects, process improvements and cost optimization opportunities
- Create reports for COO, Functional headsOperational Heads and QPE
- Monitor dashboards and issues for early warning signals and trends, Support for RFP, RFI, Sales Collaterals.
- Six Sigma and other (ARM grid) trainings
- Participate in various meetings as part of the profile
Ensure compliance to ISO 9001/ 27001
Preferred candidate profile
- Minimum 15 years of relevant work experience in process excellence role with BPO industry preferably in Customer Service segment
- Work with clients to understand their needs and identify opportunities for value creation. Lead or facilitate cross functional or program level initiatives/ events/ meetings.
- Must have hands-on experience in leading & delivering various high-impact Lean, Six Sigma (GB/BB) projects delivering tangible improvements / results, across the entire lifecycle i.e. right from Ideation to Implementation / Benefits realization
- Strong project management skills and ability to manage two or more projects simultaneously
- Strong and practical knowledge of various LSS tools, techniques & approaches
- Strong experience around Program and Change management on large scale transformation engagements involving cross-functional teams.
- Proven expertise & attitude/mindset to lead the change and drive change in internal / external teams
- Communicative and facilitative - Must be able to communicate well with all levels of the organization from team members to senior leaders. Must be able to lead and demonstrate value-add principles to a team in a collaborative way. Influence employees at all levels.
- Experience in the customer service vertical
- UK shift / US shift / Flexible shifts / Should be open to travel
Kindly share CV on [email protected]
Job Classification
Industry: BPM / BPOFunctional Area / Department: ConsultingRole Category: Management ConsultingRole: Management Consulting - OtherEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Six Sigma Master Black Belt Process Improvement Business Excellence Six Sigma Black Belt Quality and Process excellence Transformation
Hexaware Technologies
Hexaware BPS. is the wholly owned subsidiary of Hexaware Technologies Ltd. We are currently staffed at 4000+ people across Navi Mumbai (Mahape) Chennai, Nagpur US, Mexico and Russia. Hexaware BPS leverages on a strong technology legacy from its parent organization. With an amalgamation of passionate...
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