- Job Description: Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting
- Support in development of process improvement and innovation strategy for client business
- Planning and execution of projects; managing process improvement program for client engagement(s)
- Build relationships with key business leaders and other stakeholders to drive improvements
- Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking
- Drive Lean Six Sigma culture, extensive usage on quality tools and concepts and mentor GB / BB
- Support business development; support in RFP, RFI responses from quality perspective
- Responsible for ensuring smooth set up and functioning of QA to meet business, internal and certification requirements; gather client requirements, build QA plan, support migration team for implementation for recent client processes and ensure consistent delivery on QA program

- Responsibilities: Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting
- Support in development of process improvement and innovation strategy for client business




- Planning and execution of projects; managing process improvement program for client engagement(s)
- Build relationships with key business leaders and other stakeholders to drive improvements
- Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking
- Drive Lean Six Sigma culture, extensive usage on quality tools and concepts and mentor GB / BB
- Support business development; support in RFP, RFI responses from quality perspective
- Responsible for ensuring smooth set up and functioning of QA to meet business, internal and certification requirements; gather client requirements, build QA plan, support migration team for implementation for new client processes and ensure consistent delivery on QA program

- Qualifications: Minimum 9 years of total work experience in BPO / ITES industry
- Must have led process improvement / transformation program with significant savings (with at least 3-4 projects led individually)
- Must have mentored at least 5 – 7 GB / BB projects
- Must be a Lean Six Sigma Black Belt – certified.
- Minimum 1 year in current role / assignment
- Insurance domain knowledge preferred
- Excellent education pedigree

- Graduate degree is a must, degree in a quantitative discipline is preferable (Engineering, Statistics etc.)

- MBA preferred but not essential

- Exposure to multiple client environments
- Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders
- Evidence of problem solving analytical mindset and comfort with business ambiguity
- Excellent oral communication and presentation skills
- Superior written communication skills

📌 Assistant Vice President (Noida)
🏢 EXL Service
📍 Noida