Service Manager

4 weeks ago

Gurugram, India Wipro Digital Operations and Platforms Full time

We are looking for Service Manager/Sr. Service Manager for Gurgaon Location. (Black Belt & Green Belt)


  • Job Location : Gurgaon
  • Experience Required : 5-10 Years
  • Both Side Transport (Work from Office)


Important Note : Candidate should have working experience in Process Excellence/Business Excellence-DMAIC Methodology , Hypothesis testing , FMEA , Poka yoke ,MINITAB , Continuous improvement , process improvement, Lean Six Sigma etc.


The Ops & Quality Service Manager/Sr. Service Manager supports aligned BU business partners in effectively managing and improving operational performance & in meeting their productivity goals through a culture of continuous improvement.


High Level Responsibility area


  • Facilitates / Leads improvement projects based on Lean / Six Sigma methodology.
  • Provides analytics support to Business Leaders both onshore and offshore.
  • Drives a continuous improvement culture
  • Manages the innovation/ idea generation platform “MERCURI”
  • Facilitates Process Improvement trainings
  • Supports the business with Quality/Operational excellence initiatives.


Responsibilities:

  • Understand business processes , analyze data trends and share recommendations with stakeholders
  • Showcase / share skill set & Quality service offerings with stake holders
  • Analyze data on key client operational metrics to understand opportunity for improvement
  • Learn and understand the domain / business to help define process metrics
  • Map processes to identify non-core activities and suggest alternatives and thus help remove waste
  • Facilitate / lead brainstorming sessions in a structured problem solving approach to identify improvement areas, support in measuring improvements and quantification of savings
  • Actively listen and understand stakeholder expectations and requirements to support them in meeting their business objectives
  • Be flexible to changes & continuously evaluate to adapt to the culture of the organization
  • Understand and own development needs in consultation with the manager and work to achieve development goals
  • Liaison with North America Ops & quality counterparts and other stakeholders to drive collaboration and team work
  • Deliver Lean trainings for Band 3-5 colleagues
  • Deliver need based trainings on Problem solving , Quality concepts & tools
  • Mentors colleagues within the Business Unit on client knowledge / Process knowledge / Tools knowledge
  • Identify Failure modes and help in establishing process controls
  • Design and develop metrics for accurate measurement of work performance
  • Baseline metrics and monitor performance
  • Provide advance data Analytics as per Business Unit / Process requirements
  • Identity opportunities for capacity creation
  • Facilitate / lead capacity creating projects in alignment with the productivity goals of stakeholders
  • Support business to create year on year efficiencies
  • Support transition of new processes, Map processes, create metrics, and consult the business on setup and design of Quality Assurance processes
  • Use Six Sigma and Lean tools as required
  • Facilitate / Lead projects on Quality and operational excellence using Six Sigma / Lean / Project Management methodologies
  • Develop project roadmaps for assigned projects with minimal or no mentoring support
  • Acts as a program manager for BU specific or division level programs


Education:

  • Graduate in any stream
  • Green Belt/Black belt certified


Required Experience

5-10 years of work experience

Total work experience of 5 years or more (after Graduation in any discipline)

Relevant / industry work experience of 5 years or more

Maximum experience should not exceed 10 years.

Hands on experience of mentoring and doing Green Belt /Black Belt Six Sigma Project

Experienced in managing multiple project teams simultaneously


Preferred Experience:

Training and Facilitation Skills and experience

Excellent oral, written, cross functional and interpersonal communication skills.

Learning ability with customer orientation and a keen eye for process improvement

Exposure to COPC, ISO, TQM, Project Management and other Quality methodologies/systems

Knowledge of Minitab

Knowledge of Access

Good knowledge of MS Excel , Power Point and MS Visio


Note : Looking for immediate joiners or who can join within 30 days maximum, Interested candidates can share their CV's at Sandeep.sharma72@wipro.com (Sub line-Process Excellence for Gurgaon)

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