GM - QPE For Hexaware BPS - Nagpur

2 weeks ago

Nagpur, Maharashtra, India Hexaware Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role & responsibilities

Participate in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical.

  • Drive culture of process excellence in operation team preferably in Customer Service segment
  • Identify projects, train team members and mentor/ lead projects YB/GB and Kaizen ideas.
  • Participate in consulting assignment internally and at Client site
  • Deliver productivity and create value for client
  • Client collaboration and change management
  • Support/ Enable change management ensuring from the projects
  • Enable stable operation with no surprises
  • Drive the Six Sigma culture and initiative across the organization with commitment, passion and persistence
  • Ensure Positive contribution to the company's Gross margins and Operating margins
  • Lead/ participate in Six Sigma and Lean projects
  • Identify and Mentor Six Sigma and Lean projects
  • Mentor team of BBs and / or GBs
  • Value stream Mapping/ Process mapping
  • Follow up on action items
  • Recommend new/ improvements to delivery models
  • Identify and ensure implementation automation projects, process improvements and cost optimization opportunities
  • Support maintenance of World Class Delivery standards
  • Create reports for COO, Functional heads\Operational Heads and QPE
  • Monitor dashboards and issues for early warning signals and trends
  • Support for RFP, RFI, Sales Collaterals
  • Six Sigma and other (ARM grid) trainings
  • Participate in various meetings as part of the profile
  • Ensure compliance to ISO 9001/ 27001

Preferred candidate profile

  • Minimum 15-20 years of relevant work experience in process excellence role with BPO industry Health Care domain
  • Work with clients to understand their needs and identify opportunities for value creation. Lead or facilitate cross functional or program level initiatives/ events/ meetings.
  • Must have hands-on experience in leading & delivering various high-impact Lean, Six Sigma (GB/BB) projects delivering tangible improvements / results, across the entire lifecycle i.e. right from Ideation to Implementation / Benefits realization
  • Strong project management skills and ability to manage two or more projects simultaneously, strong and practical knowledge of various LSS tools, techniques & approaches
  • Able to coach and mentor black and green belts in team
  • Strong experience around Program and Change management on large scale transformation engagements involving cross-functional teams.
  • Proven expertise & attitude/mindset to lead the change and drive change in internal / external teams
  • Communicative and facilitative - Must be able to communicate well with all levels of the organization from team members to senior leaders. Must be able to lead and demonstrate value-add principles to a team in a collaborative way. Influence employees at all levels.
  • UK shift / US shift / Flexible shifts / Should be open to travel

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