Process Excellence Manager

6 hours ago

Hyderabad, Telangana, India Tech Mahindra Full time ₹ 12,00,000 - ₹ 36,00,000 per year

The jobholder is responsible to manage, the implementation, and the maintenance of process excellence and continuous improvement engagements across the organization. Also liaise with a range of internal stakeholders across different department and locations involving them to participate and deliver to the CI initiatives other initiative/implementations as needed per the business requirements. This will be an individual contributing role and strong domain expertise is preferred.

Main Responsibilities:

  • Review status on the CI implementation and drive initiatives as needed
  • Track, analyse and find out internal efficiency by analysing operations KPIs default
  • Analysis, track and figure fully the quality standards of the customers' satisfaction drop and enhancements recommendations
  • Contact, check and know the reasons of customers leaving reasons and act as the voice of the customer.
  • Drive and lead the quality metrics as a target for different processes.
  • Manage, monitor and analyse process performance on Call Quality, FCR, CSAT and other relevant qualitative and quantitative metrics to implement metric improvement projects
  • Implementing Lean programs, Kaizen programs across the programs
  • Maintain reporting timelines and targets to ensure efficiency
  • Support and asses process owners in managing their processes by doing metric management, helping them identify areas of opportunity and working towards improving the same, using improvement methodologies (Six Sigma / COPC / ISO / Lean Sigma / DFSS).
  • Process mapping and identifying nonvalue add steps to create lean and agile processes
  • Responsible for identifying business problem areas and aligning themselves to the pain areas through Continuous Improvement Projects
  • Responsible for working with the client's Business excellence & Operations teams to hunt down processes for RPA & conducting initial RPA process investigation, priority, assessment & fitment analysis.
  • Act as customers' key contact and guide them through the analysis process and become their trusted advisor on process improvement.
  • Strengthen and enhance internal and external processes to make them more efficient and effective by identify process improvement/re-engineering opportunities
  • Supervise and Work on process improvements through quality initiatives and Six Sigma methodology.
  • Mentor and develop the team including regular performance reviews and appraisals if aligned
  • Manage, supervise Process Improvement and Adherence, Process Standardization
  • Ensure key issues related to process is reported and corrective action are taken.
  • Manage and lead Coaching/ imparting skills to on quality tools, six-sigma, lean, Kaizen/Trainings for team on developmental activities.
  • Ensure continuous monitoring of trends in the market and provide advice to leadership on potential initiatives
  • Maintain confidentiality in all matters related to work and information.
  • Perform any other duties assigned to him/her related to the nature of the work

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