Chief Operations Leader

2 weeks ago

Pune, Maharashtra, India beBeeService Full time ₹ 8,00,000 - ₹ 12,00,000
Process Excellence Manager

Our organization is seeking a seasoned Process Excellence Manager to spearhead process management, team leadership, and customer service initiatives. The ideal candidate will be responsible for driving productivity enhancements, overseeing new process migrations, and fostering a culture of continuous improvement within the ITES sector.

Responsibilities:
  • Process Management & Improvement:
    • Drive and achieve productivity enhancements through efficient process optimization.
    • Develop and manage weekly/monthly management reports highlighting gaps and concerns.
    • Oversee the migration and stabilization of new processes to ensure seamless integration.
    • Review and update process requirements, ensuring compliance with regulatory standards.
    • Review FTE (Full-Time Equivalent) requirements, shift plans, and capacity planning to optimize resource allocation.
    • Initiate, execute, and facilitate process improvement initiatives/projects to enhance business performance.
    • Integrate domain knowledge and business acumen to create superior solutions for clients.
  • People Management:
    • Conduct regular meetings with team leaders to address concerns and resolve issues.
    • Engage in skip-level meetings with team members to resolve escalations and provide support.
    • Develop and implement rewards and recognition schemes to motivate team members.
    • Oversee Learning & Development trainings for self and team leaders to enhance skills and knowledge.
    • Ensure staff domain certifications and process certifications are completed within predefined timelines.
  • Customer Service & SLA Delivery:
    • Deliver on-time, accurate, and quality service delivery within agreed-upon SLAs for assigned processes.
    • Effectively manage client relationships and escalate issues as needed.
  • Strategic Initiatives:
    • Explore opportunities to move processes to the GSC satellite office to enhance operational efficiency.
    • Participate in special projects/organization-wide initiatives to drive business growth and improvement.

Qualifications:

  • Post-graduation in any discipline (Master's Degree)

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