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Group Manager
3 months ago
The role will also be a key contributor in the stabilization process of each migration.
- Ensure best practices are continuously adopted within the entity to drive improved efficiency and effectiveness of a world class shared service centre.
- Lead Business excellence element of business strategy, manage team through effective governance, leading strategy and managing operating interfaces.
- Act as a role model in management and leadership.
- Manage the team Budget Working together with the Migrations, sales and Service delivery teams, enabling and supporting fast stabilization of all activities with respect to transition.
- Support development and maintenance activities to provide effective training to frontline people, Lead a team - Drive actions to improve transactional quality (agent level accuracy scores) , Work with operations and training to lead comprehensive action plans to improve quality, this should include but not limited to paretos, top error trends, top defaulters, refresher training plan, Identify new metrics to drive operational excellence.
- Lead quality reviews with all stakeholders such as operations, clients, senior management, Drive standardized best practices on quality monitoring across all sites.
- Key Accountabilities: Process Understanding & Skill Enhancement of the shop floor through TNI Mechanism. Provide guidance and advice to customer on their current work process design and potential implications.1. Drive VOC Actionable, improving customer CTQ's, and achieve QNS targets through Quality Initiatives.2. Drive Quality Transition Deliverables for any new logos added3. Drive continuous improvement of the work processes, documentation, and services 4. Risk Management5. Knowledge of Quality Tools to analyze staff performance based on date with areas of development 6. Complete ownership of process compliance to standards (Like ISO)7. Drive continuous improvement initiatives through DMAIC methodologies8. Adherence to compliance with Quality Standards (ISO etc.) Conduct Internal Audit and provide Support during External Audits SLA Performance Management like CCRP, Accuracy Scores. Client Relationship Management and driving strategic Quality initiatives.
- Exposure to Travel and Shipping and Logistics Projects in the BPO space will be an added advantage.
Knowledge/Qualifications: Graduate Black Belt Certified/Trained ISO /QMS/COPC Trained Work Experience): 3+ Years in Quality / Six Sigma role. Exposure in Service Quality of Data Process. Well-versed with statistical concepts. Exposure in driving and mentoring Lean/Six Sigma/ business projects and initiatives.
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