Process Excellence Manager
- Tech Mahindra
- 10 - 16 years
- Hyderabad
- 4 months ago
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Job Description
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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Process Excellence / Six Sigma ManagerEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Hyderabad
Keyskills: Pex Continuous Improvement Process Excellence Six Sigma Black Belt Transformation Transition Process Improvement Implementation And Integration Projects Business Excellence Process Transformation
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Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
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