Process Excellence Manager

4 weeks ago

Mumbai, India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com


Responsibilities

Identity, lead, manage, mentor or execute process improvement and digitization initiatives for support functions with the objective of eliminating cost, improving Customer experience and Increasing efficiency

Establish positive working relationships at senior levels with functional heads.

Zeal to build a culture of continuous improvement and innovation.

Flexibility and initiative in achieving the desired outcome

Coach, guide and support team to achieve team, department and strategic objectives.

Manage and execute as per plan key cross functional cross geography organizational initiatives.

Flexibility to use data driven, process driven , or Creativity based approach to problem solving (or) opportunity identification

Support idea generation initiative across the support function.

Design and facilitate problem solving workshops / kaizen events / design sprints.

Explore opportunities for high impacting transformation initiatives i.e. RPA/AI deployment, Contact avoidance/elimination/deflection etc.

Support end to end deployment of Intelligent Automation (IA) by identifying opportunities, documenting requirements and support deployment.


Key Performance Indicators


  • Value delivered through projects in support functions
  • Automation identification and deployment support
  • Project Management and Process Improvement
  • Facilitating change
  • Facilitate Idea generation and idea management.
  • Supporting training delivery as required


Critical:

MBA

LSS Black Belt Certification (or) Management Consulting Experience

Strong analytical, problem solving, facilitation and project management skills

Experience in Value Stream Mapping

Experience in facilitating problem solving workshops / kaizen events / Design sprints.


Contact details

Rashmi Mall

Email- rashmi.mall@firstsource.com

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