Job Description

Drive reporting, insights, analytics and continuous improvement across multiple clients and locations. Own business / operational metrics for operations shop, be gatekeeper of metrics. Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen]. Drive large Process Transformation initiatives leveraging Six Sigma, Lean and vba automation capabilities Drive digital dashboards using tools like PowerBI / Tableau etc., to enhance insights and analytics Drive continuous improvement projects to improve process performance and / or generate QNS. Facilitate sharing of best practices from within and outside the organization and implement them. Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores. Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings. Create and manage performance dashboards which depict business and ops metrics clearly. Can conceptualize and implement Statistical Process Control (SPC) principles in the process. Open to stretch if needed to meet team and organizational goals

Qualifications

six sigma black belt

📌 General Manager - Transformational Quality (India)
🏢 Wns Global Services
📍 India