Deputy General Manager- Process Excellence
3 weeks ago
1. Process Improvement:
o Lead the identification, analysis, and re-engineering of business processes to improve efficiency, quality, and performance.
o Implement process improvement methodologies such as Lean, Six Sigma, Kaizen, or similar to streamline operations and reduce waste.
o Develop process maps, workflows, and documentation to standardize best practices.
o Drive Lean culture across organization by fostering a mindset of continuous improvement, empowering employees at all levels to identify inefficiencies, eliminate waste, and implement processes that enhance value and optimize performance
o Conduct root cause analysis and provide recommendations for continuous improvement.
o Collaborate with cross-functional teams to drive process changes and ensure consistency across departments.
2. Project Management:
o Manage and lead cross-functional projects, ensuring on-time and on-budget delivery.
o Develop project plans, including scope, timelines, and resource allocation.
o Coordinate and communicate with stakeholders to ensure alignment on project objectives and deliverables. o Identify and mitigate project risks, removing obstacles that may hinder progress.
o Track and report on project performance using key metrics and ensure all projects align with the organization's strategic goals.
3. Quality Assurance and Continuous Improvement:
o Develop and implement quality management frameworks and processes to ensure that operational delivery meet internal and client-defined quality standards.
o Drive continuous improvement initiatives, using data-driven insights to optimize processes, reduce defects, and enhance service quality across multiple service lines.
o Conduct regular quality audits and assessments of operational processes to ensure compliance with established standards, identifying areas for enhancement and addressing any gaps.
4. Process Optimization and Root Cause Analysis:
o Lead root cause analysis for performance or quality-related issues, developing action plans to address systemic problems and prevent recurrence.
o Identify process inefficiencies and gaps, recommending and implementing process improvements to enhance service delivery, reduce errors, and increase operational efficiency.
o Facilitate process reviews and workshops with teams to brainstorm and implement innovative solutions for performance enhancement.
5. Stakeholder Collaboration:
o Work closely with business leaders, service delivery teams, and other stakeholders to ensure alignment between quality standards, performance goals, and customer expectations.
o Collaborate with cross-functional teams to design and implement initiatives that improve quality and performance across the organization.
o Engage with clients to understand their quality and performance expectations, ensuring that these are consistently met throughout the service delivery lifecycle.
6. Change Management:
o Lead and facilitate change management efforts related to process improvements and new project implementations.
o Work with teams to ensure smooth transitions during process changes and minimize disruptions. o Provide training and support to ensure teams are well-equipped to adopt new processes and technologies.
7. Training and Development:
o Develop and deliver training programs to operational teams, focusing on quality standards, performance expectations, and continuous improvement techniques.
o Ensure that all employees are equipped with the necessary tools, knowledge, and skills to deliver high-quality services and meet performance objectives.
o Foster a culture of continuous learning and improvement, ensuring all team members understand and embrace quality management principles.
Stakeholder Profiles & Nature of Interactions:
Internal TML & TMLSBL Stakeholders External Desired Candidate Profile:
Education: Master's degree in Business Administration, Operations Management, Quality Management, or related field (CA preferred). Certifications in
Black Belt (Required) Project Management Professional (PMP) or equivalent certification are preferred
Experience: o Minimum of 15+ years of experience in quality assurance, performance management, or operational excellence, with at least 8+ years in a leadership role. o Strong experience in managing global business services, preferably within a shared services, IT, or customer service environment.
Skills:
o Strong expertise in quality & project management methodologies (e.g., Six Sigma, Lean, Kaizen) and performance management frameworks.
o Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau) to track KPIs and SLAs.
o Solid understanding of process improvement techniques and performance optimization strategies.
o Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.
o Ability to manage cross-functional teams and work in a collaborative, global environment.
o Strong problem-solving skills with a focus on driving operational improvements and resolving quality-related issues.
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