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Process Excellence Manager
2 months ago
Position: Manager / Sr Manager - Black Belt – Lean Six Sigma, Process Excellence (BPO/Contact Center/KPO)
Exciting Opportunity- IGT Solutions Hiring for Blackbelt Process Excellence (BPO/Contact Center/KPO/Travel) role || Gurgaon Location
Role : Black Belt – Lean Six Sigma, Process Excellence (BPO/Contact Center/KPO)
Reporting to - Vice President Global CX Transformation
Location – Gurgaon, India (work from office)
Work timings – 24x7 (US shifts)
Job Description, Desired experience and skills
Identify and scope key process improvement opportunities within Travel domain Customer Service / BPO Operations – Voice, Chat, Back-office.
Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes).
Preference to candidates who have supported, Travel, e-commerce, customer service processes in Process Excellence capacity
Strong understanding of contact centers and multi-service channels
Lean/ Six Sigma Black Belt Certification through a recognized, national organization
Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation
Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).
Strong problem-solving, analytical and quantitative skills
Demonstrated ability to guide and manage business change and transformation projects
Ability to analyze qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences.
Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics.
Able to work within a team however be self-sufficient as an individual contributor in driving change within complex matrix working environments.
Comfortable managing work that combines the use of data analysis, and business process improvement, with service design thinking.
Knowledge and experience in understanding and identifying process gaps and opportunities for RPA and digital automation deployment
Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.
Enhance process capability from the current base-line of key metrics through process improvement methodologies
Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives.
Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical
Active participation in WBR/MBR/QBRs with internal stakeholder & clients
Represent Process Excellence during client / internal review calls and present analysis/ insights/solutions/improvements
Manages Client expectations and ensures Client satisfaction.
Conduct diagnostic studies on the key business processes and implement a Process excellence framework in line with the business objectives
Experience / knowledge in RPA, automation and digital operations preferred
Present project analysis and findings to senior leadership to share insights, obtain approvals, and other requirements
Strong knowledge and experience in Process Improvement Techniques/Certification Black Belt in Lean, Six Sigma and Digital transformation
Capability to conduct workshops on Process Excellence Tools Techniques
Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations
Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment
Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances
Primary Job Responsibilities:
Bachelor’s/Master’s degree in any discipline from a reputed and recognized university
Certified Black Belt in Lean and Six Sigma from a reputed certifying body, with an outlook to automate, digitize and simplify processes
12+ years working experience, 5 years + experience in Process Excellence and Quality function
10+ years working experience in BPO/KPO/Contact Center/Travel Vertical
Excellent communication skills and exposure to International assignments and/or client engagement with the ability to communicate at all levels.
Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes.
Application experience and skill (MS Excel, Visio, PowerPoint, Word; MINITAB, or other analysis tools)
Exposure to Data analytics tools such as Power BI or other equivalent
Proficient in using Microsoft Office applications, especially Microsoft Excel and PowerPoint
Personal Style Enablers:
Ability to motivate and inspire teams and be a natural leader
Innovative and able to foresee market trends and conditions
Excellent people manager, open to direction and a collaborative work style and commitment to get the job done
Persuasive with details and facts
Confident, flexible with the ability to work in a fast paced and changing environment
Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
Manage people by effectively and efficiently involving all resources to meet the organizational goals and by championing work-life balance, retention and career progression/development
Build and sustain relationships with key people in the Customer Environment, Extrovert with a blend of sales mind set.
Contact Person – Ankita Khatri
Email id – ankita.khatri@igtsolutions.com
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
