Senior Manager - Process Improvement -
- eshr Consultancy
- 12 - 15 yrs
- Mumbai
- 5 years ago
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Desired Candidate Profile
Job Profile : Senior Manager (Process Improvement) for Mumbai Location
Experience : 12 - 15 yrs.
Shift Timings : UK shift
BPO/ITES Experience preferred
Job Description
Role & Responsibilities :
- Represents and encourages a continuous improvement culture within the site.
- Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.
- Identifies opportunities/issues, defines and manages continuous improvement projects using the Lean Sigma/DMAIC framework/Blackbelt.
- Defines the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.
- Directs and controls all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).
- Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.
- Recommends solutions and controls, and implementing approved recommendations.
- Ensures accurate quality measurements and tools are implemented within campaigns.
Principle duties include :
- Meets all project goals (Quality, Delivery and Cost)
- Identifies, tracks, and manages project tasks, and resolves project issues.
- Proactively disseminates project information/reporting to all stakeholders.
- Identifies, manages, and mitigates project risk.
- Ensures that the overall project solution is of acceptable quality.
- Proactively manages scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.
- Defines and collects metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.
- Manages the overall work plan to ensure work is assigned and completed on time and within budget.
- Experience Target (in this job or a related function/field): 12 years and above experience of independently handling black belt projects and mentoring the projects. Management tools and methodologies, or equivalent experience.
Skills :
- Strong analytical and project management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.
- Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team.
- Excellent technical (MS Project, Word, and Excel) and math/statistical skills.
Knowledge/Abilities :
- Strong understanding of the call center industry and operations.
- Ability to work in a dynamic, fast-paced environment.
- Understanding and ability to use statistical process analysis.
- Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
- Understanding and ability to use math principles, charts and graphs.
- Managing team of black belt certified
Education:
UG: Any Graduate - Any Specialization
PG: Any Postgraduate - Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
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Keyskills: BPO ITES Call Center Operations UK Shift Project Management Team Management Lean Six Sigma Process Improvement Calling
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