Role :

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.

Reports into

Vice President 1

Job Responsibilities :

(Must have)

- 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.

- 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 companys Gross margins and Operating margins

- Lead/ participate, Identify and Mentor in Six Sigma, Lean projects, Green Belt Trainees

- Value stream Mapping/ Process mapping

- Recommend new/ improvements to delivery models

- Identify and ensure implementation automation projects, process improvements and cost optimization opportunities

- Support maintenance of World Class Delivery standards

- 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

- Exposure in driving transformation automation in CS setting understanding on industry best practices.

Job Responsibilities :

(Desired)

- Six Sigma and other (ARM grid) trainings





- Participate in various meetings as part of the profile

- Ensure compliance to ISO 9001/ 27001

Criteria :

(Must have)

- Minimum 15 years of relevant work experience in process excellence role with BPO industry preferably in Customer Service segment

- 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 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.

Criteria :

(Desireed)

Experience in the customer service vertical
Proven track record of mentoring and developing teams

Shifts timings:

UK shift / US shift / Flexible shifts / Should be open to travel

Week Off :

5 working days

Transport :

Not applicable

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Quality Process Excellence Manager (Pune)
🏢 Hexaware Technologies
📍 Pune