Sagility | Business Excellence

1 week ago


bangalore, India Sagility Full time

Responsibilities :

  • Around 15 to 18 years, with approx 10+ years of BPO experience
  • Prior experience in US healthcare BPO (Payer) is necessary
  • Candidates with stability preferred in terms of previous job changes
  • Preferably, should have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations/Automation
  • Work experience in MNCs or reputed organizations will be an added advantage.


The responsibilities include, but not limited to, the following:

  • Quality Assurance
  • Ensure Program Quality objectives and SLA’s are met.
  • Ensure Program Quality measurements are reflective of Quality levels perceived by the client
  • Value Creation
  • Deliver tangible value to the clients thru
  • Process Reengineering, Transformation projects leveraging Digital capability ( Automation, Analytics, etc.)
  • Cross geo/cross tower projects
  • Drive client specific initiatives
  • Efficiency Improvement
  • Reduce cost of operations
  • Reduce cost of quality
  • Improve productivity
  • Optimize Spans & Ratios
  • Utilization Improvement
  • Speed To Proficiency – Learning curve reduction
  • Delivery Excellence
  • Improve process capability
  • Improve end to end service delivery processes
  • Build and leverage Continuous Improvement
  • Meet SLA commitments
  • Lead and manage Interventions
  • Standard Methods and Practices
  • Design and deploy Practice Capability & Maturity Models
  • Standard Methodologies, Playbooks
  • Business Health & Compliance
  • People Management
  • Ensure employee engagement thru strong people connect and managing grievances with the help of HRBP and leadership team as appropriate
  • Drive team upskilling initiatives
  • Ensure appropriate staffing and back up plans to ensure business continuity
  • Client relationship
  • Manage client conversations w.r.t. Quality and Continuous Improvement
  • Periodically present value-adds in business reviews
  • Manage and drive client satisfaction improvement projects and key actions


Desired skills and qualification

Must possess a Graduate degree.


  • Masters in Business Administration or any Post-graduation will be an advantage
  • Certified Six Sigma Black Belt from reputed institutes/companies like ASQ, ISI, GE, Genpact or similar; with minimum 6 years of experience in the role of Quality at various levels. MBB training or certification would be an added advantage
  • PMP or Prince2 or similar Project Management certification
  • ISO 9001, COPC certifications / experience would be desirable



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