- Identify and implement process improvements within Banking Domain Customer Service, BPO Operations (Voice, Chat, Back-office)
- Lead process excellence initiatives using Lean, DMAIC, DFSS, and Value Stream Management techniques
- Manage client expectations and ensure client satisfaction through process improvements and KPIs
- Design and deploy metrics, dashboards, and systems to promote a continuous improvement culture
Role Responsibilities:
- Apply Lean/Six Sigma methodologies to drive performance improvements and process automation
- Analyze data and current operations to identify project opportunities with financial and operational advantages
- Conduct diagnostic studies, lead workshops, and present insights, findings, and improvements to senior leadership
- Collaborate with internal and external stakeholders to ensure smooth business transformation and process automation
Skills: Power Bi, Six Sigma, Quality Management, Business Process Outsourcing, Banking Process