General Manager/ Senior General Manager - Business Excellence

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.

Job 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.
• Participate in consulting assignment internally and at Client site
• Deliver productivity, 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 and support maintenance of World Class Delivery standards
• Create reports for COO, Functional heads\Operational Heads and QPE
• Monitor dashboards and issues for early warning signals & trends and support for RFP, RFI, Sales Collaterals
• Exposure in driving transformation automation in CS environment understanding on industry best practices

Criteria :

• 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.
• 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 collaborative way. Influence employees at all levels