- All applicants should have a minimum tenure of 18 months in the organization as on 1st May 24 and 12 months in the current role.
- No documented disciplinary issues/ PIP in the last 6 months and until the closure of IMP.
- Appraisal score of 3/CME and above in the last annual appraisal or last 6 months
- Both E2 & E1 grade employees can apply, E2 grade applicants shall be considered for vertical movement and E1 grade applicants will be considered for lateral movement.
Educational/Professional Qualifications:
PG/MBA from a reputed college
Preferred Work Experience:
- Process Excellence & Transformation experience in the BPO space
- Strong Program and stakeholder Management experience
- Hands-on experience in building transformative solutions across levers like Lean Sigma, Automation & AI
Role & Responsibilities:
- Identify, evaluate and initiate six sigma improvement projects within the business area
- Oversee the associated implementation plan, controls, and technology requirements in collaboration with key stakeholders.
- Assist in building and deploying quality frameworks
- Develop plans and work streams for project delivery, spanning from the diagnosis stage to design, implementation, and monitoring, all within a well-defined process framework.
- Mentor Operations teams on corrective and preventative action plans to achieve and sustain SLA s.
- Responsible for day-to-day management of direct reports, their development and growth in the function
Expected/Key Results:
- Enhance process efficiency by identifying opportunities and implementing initiatives.
- Champion programs resulting in Margin optimization, CX improvement, SLA compliance, Risk Mitigation
- Foster culture of innovation and generate transformative ideas across projects.
- Build and maintain strong stakeholder relationships across internal and external.
- Focus on people engagement and development, and succession planning for the function or team.
Competencies & Skills:
- Ability to challenge status quo in existing processes and have strong change management skills
- Effective communication with senior management, cross-functional teams, and external stakeholders.
- Demonstrates the capacity to strategize and exhibit profound business acumen to identify strategic opportunities.
- Effective leadership and guidance for the team, including goal setting and performance management.
- Proficient in fostering partnerships with both internal and external stakeholders.
- Exhibits strong decision-making and problem-solving abilities.
- Embraces a collaborative and consultative approach in interactions.
- Understanding the organizations industry, market, and competition to make informed decisions.
