General Manager - Quality Process Excellence (Customer Service)

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 environment 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 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 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 new/ improvements to delivery models
• Identify and ensure implementation automation projects, process improvements and cost optimization opportunities
• Create reports for COO, Functional heads\Operational 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