Senior Manager

4 weeks ago

Gurgaon, Haryana, India IGT Solutions Full time
About IGT Solutions

IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to delivering innovation and business excellence across the entire spectrum of Travel, Transportation, and Hospitality domains. With a talent pool of over 10,000+ travel industry experts and 15 state-of-the-art delivery centers, IGT offers integrated IT-BPM services, including Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services, and Consulting Services to the Travel industry worldwide.

Job Description

We are seeking a Senior Manager - Black Belt Process Excellence to join our team. As a key member of our Process Excellence team, you will be responsible for identifying and scoping key process improvement opportunities within the Travel domain Customer Service/BPO Operations - Voice, Chat, Back-office.

The ideal candidate will have in-depth knowledge of Business Process outsourcing (BPO) processes, including Inbound voice, Outbound voice, Chat, Digital, Social, and Back-office Processes. A preference will be given to candidates who have supported Travel, e-commerce, customer service processes in Process Excellence capacity.

The successful candidate will 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. You will lead by action and example in the application of continuous process improvement tools and techniques, such as Lean, DMAIC, DFSS, and Value Stream Management.

The role requires strong problem-solving, analytical, and quantitative skills, as well as the ability to guide and manage business change and transformation projects. You will analyze qualitative and quantitative data to identify opportunities for improvement of processes and customer experiences.

Responsibilities
  • Identify and scope key process improvement opportunities within Travel domain Customer Service/BPO Operations - Voice, Chat, Back-office.
  • Develop and implement 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.
  • Analyze qualitative and quantitative data to identify opportunities for improvement of processes and customer experiences.
  • Guide and manage business change and transformation projects.
  • Develop and implement metrics, dashboards, and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture.
  • Represent Process Excellence during client/internal review calls and present analysis/insights/solutions/improvements.
  • Manage client expectations and ensure client satisfaction.
Requirements

We are looking for a candidate with a Bachelor's/Master's degree in any discipline from a reputed and recognized university. A Certified Black Belt in Lean and Six Sigma from a reputed certifying body is required, with an outlook to automate, digitize, and simplify processes.

The ideal candidate will have 7+ years of working experience, 5+ years of experience in Process Excellence and Quality function, and 7+ years of working experience in BPO/KPO/Contact Center/Travel Vertical. Excellent communication skills and exposure to International assignments and/or client engagement are essential.

Proficient in using Microsoft Office applications, especially Microsoft Excel and PowerPoint, and exposure to Data analytics tools such as Power BI or other equivalent are required.

We are an equal employment opportunity provider and maintain a non-discriminatory environment free from intimidation, harassment, or bias based on age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship, or marital status.

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