Process Excellence Lead
1 day ago
Lean Six Sigma GB certification is a must with implementation experience on driving Six-Sigma projects. Minimum 2 years of experience in CI implementation as well
Main Responsibilities:
Review the status of the CI implementation and drive initiatives as needed
Track and find out internal efficiency by analysing operations KPIs
Analyse, track and identify root causes for the drop in customers satisfaction, enhancements and recommendations
Contact, check and identify the reasons for customers leaving Tech Mahindra and act on the voice of the customer.
Drive and lead the qualitative and Quantitative metrics as a target for different processes.
Conduct Kaizen Roadshows to spread Kaizen culture across the organization
Manage, monitor and analyse process performance on Call Quality, FCR, CSAT and other relevant qualitative and quantitative metrics to initiate metric improvement projects
Implementing Lean events, Kaizen events across the programs
Maintain reporting timelines and targets to ensure efficiency
Support and assess 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 identifying process improvement/re-engineering opportunities
Supervise and Work on process improvements through continuous improvement initiatives and Six Sigma methodology.
Mentor and develop the team including regular performance reviews and appraisals if aligned
Conduct Quality fundamentals, Intermediate and Quality practitioner certifications across teams
Conduct Lean Six Sigma White belt and Yellow belt training and certification across teams
Manage, supervise Process Improvement & Adherence and Process Standardization
Ensure key issues related to process are reported and corrective actions 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
Drive Ideation to generate more ideas from the employees
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