Process Excellence Lead

7 hours ago

Hyderabad, Telangana, India Tech Mahindra Full time ₹ 1,04,000 - ₹ 13,08,780 per year

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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