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 company's 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 environment 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 cooperative 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

📌 General Manager Process Excellence (India)
🏢 Hexaware Technologies
📍 India