Deputy Manager Operational Excellence

2 days ago

New Delhi, India HCLTech Full time

Hi,We are hiring for a Deputy Manager role into Operational Excellence for Chennai location.Key tasks and responsibilities:Exp- 5 to 8years- Should have experience in Baselining; Benchmarking; Load Balancing; Resource Utilization/Cross Utilization; BA; SLA revision etc - Design, develop and deploy Quality (QMS) framework in line with customer expectation and business requirements (SLA Management, Metric Management; Targets; post transition performance evaluation, reporting, sampling techniques, error definition (Critical & Non Critical), FMEA etc) - Schedule and govern customer interactions (VoC -> CTQ) and drive relevant projects with a view to enhance end customer journey, thereby providing a hassle-free engagement for HCL Clients. - Should also be able to facilitate calibration sessions with client and internal stakeholders - Should be good at operations & business process management fundamentals like process reengineering (BPR), staffing, capacity planning, utilization, forecasting, scheduling, volume handling, process mapping, BCP handling, team handling, huddles, CAPA, RCA, rebuttals, reporting, data analysis, inferential statistics, performance handling, attrition management, career planning, hiring and training management etc - Should be able to creatively and productivity engage with parallel Ops Support teams, like MIS, Automation, AppsDev, in driving large scale functional projects. - Ensure projects meet the required standards, contractual & regulatory requirements, and performance measures to ensure our service meets or exceeds customer expectations - Create & drive continuous improvements by identifying problem & opportunity statements & converting them into solid projects at all scales (Kaizen, lean, SS, Analytics, automation). - Coordinate with internal leadership and client stakeholders to address top quality concerns and drive strategic initiatives, as required. - Train & manage training, basis need assessments & process requirements. - Build a robust complaints handling, investigation and reporting process. - Drive & implement ISO 9001:2015 recommended standard practices, as required (auditing, audit management, NC closures and action reviews)

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