General Manager - Quality Process Excellence (bb/mbb Certified) Mumbai
- Hexaware Technologies
- 14 - 19 years
- Mumbai
- 16 days 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
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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
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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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