Process Excellence Lead
- Tech Mahindra
- 6 - 9 years
- Hyderabad
- 4 months ago
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Job Description
Lean Six Sigma GB certification is a must with implementation experience on driving Six-Sigma projects. Minimum 2 years of experience in CI implementation as well
Main Responsibilities:
- Review the status of the CI implementation and drive initiatives as needed
- Track and find out internal efficiency by analysing operations KPIs
- Analyse, track and identify root causes for the drop in customers satisfaction, enhancements and recommendations
- Contact, check and identify the reasons for customers leaving Tech Mahindra and act on the voice of the customer.
- Drive and lead the qualitative and Quantitative metrics as a target for different processes.
- Conduct Kaizen Roadshows to spread Kaizen culture across the organization
- Manage, monitor and analyse process performance on Call Quality, FCR, CSAT and other relevant qualitative and quantitative metrics to initiate metric improvement projects
- Implementing Lean events, Kaizen events across the programs
- Maintain reporting timelines and targets to ensure efficiency
- Support and assess 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 identifying process improvement/re-engineering opportunities
- Supervise and Work on process improvements through continuous improvement initiatives and Six Sigma methodology.
- Mentor and develop the team including regular performance reviews and appraisals if aligned
- Conduct Quality fundamentals, Intermediate and Quality practitioner certifications across teams
- Conduct Lean Six Sigma White belt and Yellow belt training and certification across teams
- Manage, supervise Process Improvement & Adherence and Process Standardization
- Ensure key issues related to process are reported and corrective actions 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
- Drive Ideation to generate more ideas from the employees
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: Green Belt Continuous Improvement Process Excellence Transformation Contact Center Operations Process Improvement Lean Six Sigma
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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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