The incumbent will be actively participating in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical.

Responsibilities:
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.
Exposure in driving transformation automation in CS setting understanding on industry best practices
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 secure 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 in Six Sigma and Lean projects, Identify and Mentor Six Sigma and Lean projects, Mentor Green Belt Trainees
Value stream Mapping/ Process mapping




Follow up on action items, Support maintenance of World Class Delivery standards
Recommend current/ improvements to delivery models
Identify and ensure implementation automation projects, process improvements and cost optimization opportunities
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.
Six Sigma and other (ARM grid) trainings
Participate in various meetings as part of the profile
Ensure compliance to ISO 9001/ 27001

Qualification:
Minimum 13 years of relevant work experience in process excellence role with BPO industry working for Customer Service business
Work with clients to understand their needs and identify opportunities for value creation. Lead or facilitate cross functional or program level initiatives/ events/ meetings.
Six Sigma GB and above certified
Knowledge of various LSS tools, techniques & approaches

📌 General Manager Quality Process Excellence Customer Service Navi Mumbai
🏢 Hexaware Technologies
📍 Navi Mumbai