Operational Excellence Lead

Responsibilities -Design and implement the Operational Excellence Framework basis the principles agreed

Design and implement the Operating Model (Process Wise and Unit Facing Team) basis the process category, productivity norms based sizing and people skill set.Drive the process standardization initiative across towers and business line leveraging the respective nominated process champions and the support team.Identify scope for process elimination, integration and improvement that would enable productivity

Propose revised processes to the business units/zones, negotiate and help in bringing consensus by explaining the bigger picture and benefit to UTCL as a whole. Take sign-off on the revised processes

Propose the revised team sizing, structure and work allocation for executing the standardised processes. Work along with the Delivery Heads / Process Heads to train people on the revised standard processes

Build a culture of continuous improvement. Train the process champions on principles of process reengineering and process improvement techniques such as Lean / Six Sigma. Drive operational excellence projects using re-engineering, lean/six sigma, best practices framework, benchmarking, analytics techniques.

Operate as a change agent for facilitating Process improvements across Regions (with targets on productivity and cost savings benefits)Design frameworks for supporting excellent service delivery. Examples of framework include escalation framework, productivity release framework, mailroom framework, etc

Conduct customer satisfaction surveys on a periodic basis to seek the voice of customer and understand their requirements. Liaison with the THs, DHs and PHs to study gaps and identify improvement areas for improving customer satisfaction

Keep abreast of operational excellence techniques and facilitate constant skill up-gradation of employees

Introduce Process Maturity Framework that would reinforce the culture of continuous improvement in every aspect of business

Work along with the Quality & Service Management Lead to determine Key Performance Indicators and define KPI matrix using lead - lag indicators

Study the process performance baselines published by the Quality & Service Management Lead and propose revised targets (including tailored targets) to drive the Towers towards continuous improvement. Study performance patterns and identify potential scope for improvement through innovation and use of technology. Lead the innovation projects by piloting on some units/zone.

If proven successful, make necessary changes to the existing processes and rollout across all units/zones. Replicate successful project work/ share best practices and serve as a change agent and facilitator for operational excellence

Perform the role of custodian of processes. Implement effective Knowledge Management framework to build and utilise knowledge assets

Work with the BOT's COE Lead to explore the areas which can be executed for effectively and efficiently using RPA. Identify the areas where the automation can be human assisted (for more complex processes) or completely bot dependant (for simple processes)Scout for right RPA implementation partners, and provide necessary insights to the BT Head in selecting the RPA partner. Explore solutions in consultation with the RPA Partners and subject matter experts

Conduct pilot runs and evaluate pilot results to ensure that the bot is giving out desired results. Check if the estimated value addition is getting delivered.Design the governance of new, bot driven process with support from the operational excellence lead and PHs. Introduce mechanism for maintenance to keep the bots functioning as the process changes

Monitor the impact of BOT on business outcomes