Transformation Director

3 hours ago

Gurugram Haryana India, IN HCLTech Full time

Title : Director - Transformation

Location : Gurgaon

Domain : Order Management Product Fulfilment (Hi Tech industry)

Number of Position : 1

Qualifications : Bachelor’s degree/Post Graduate degree, LSS certification (BB preferred)

Experience

  • 15+ years domain knowledge in Hi Tech Industry
  • BPO/GBS service industry experience
  • 10+ years in Transformation and Quality role


Skills and Experience Required

  • Experience in Building Quality Frameworks independently within Hi Tech function preferably or OTC and smooth implementation and adherence
  • Knowledge of Quality Monitoring process and system
  • Relevant experience in Lean and Digital Transformation, knowledgeable about tools and platforms used in Hi Tech engagements in mid-size to large Global clients
  • Hands on experience on process diagnostic study, VSM, lean techniques, brainstorm solutions
  • Good analytical skills to drive meaningful conversations using insights from data
  • Knowledge and hands on deployment experience in Agentic AI, GEN AI solutions is a must
  • Hands on presentations for senior leadership, advanced MS-Office (excel etc.)
  • Preferred BB certification in Lean Six Sigma from Recognized Institutions
  • Strong Communication and storytelling skills, should have experience in managing senior stakeholders (External & Internal) and be able to influence decisions
  • Should have prior Team management experience


Roles & Responsibilities

  • Lead Quality Assurance and Process Excellence function, ensuring compliance with global regulatory standards
  • Develop a robust Quality Control Framework and ensure implementation, adherence and effectiveness of audits conducted
  • Institutionalize strong Governance Structure and operational mechanisms to embed quality and innovation as part of the BAU deliverables and ensure seamless operations
  • De-Risk operations through deployment of Risk Control & Best Practice framework, best in class Digital solutions
  • Ensure Quality sampling methodology is effective and Quality checks as per defined framework ensuring feedback and consequence management is in place
  • Optimize resource capacity, inter agent variation within Delivery and QA
  • Own and deliver on committed efficiency improvement in engagement through CI
  • Independently lead high impact projects to deliver prioritized business outcome and value delivered
  • Identify Digital led transformation opportunities and bring best practices from existing relationships
  • Institute a reporting mechanism and strong governance for measurement and reporting
  • Anticipate and highlight challenges for resolution to avoid disruption to operations and client business
  • Client satisfaction/ dissatisfaction measurement & analysis through independent surveys.
  • Mentor and build LSS DNA in the operations environment

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