Deputy Manager Operational Excellence
- HCLTech
- 5 to 9 Yrs
- Chennai
- 3 months ago
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Job Description
- You are being hired for the role of Deputy Manager in Operational Excellence for the Chennai location. Your primary responsibilities will include: - Experience required: 5 to 8 years - Proficiency in Baselining, Benchmarking, Load Balancing, Resource Utilization, Cross Utilization, Business Analysis, SLA revision, etc. - Design, develop, and deploy a Quality Management System (QMS) framework aligned with customer expectations and business requirements. This includes SLA Management, Metric Management, setting targets, post-transition performance evaluation, reporting, sampling techniques, error definition (Critical & Non-Critical), FMEA, etc. - Schedule and manage customer interactions (VoC -> CTQ) to drive projects that enhance the end customer journey, ensuring a seamless engagement for HCL Clients. - Facilitate calibration sessions with clients and internal stakeholders. - Proficient in operations and business process management fundamentals such as process reengineering (BPR), staffing, capacity planning, utilization, forecasting, scheduling, volume handling, process mapping, BCP handling, team management, huddles, CAPA, RCA, rebuttals, reporting, data analysis, inferential statistics, performance management, attrition management, career planning, hiring, and training management. - Engage effectively with parallel Ops Support teams like MIS, Automation, AppsDev to drive large-scale functional projects. - Ensure that projects meet required standards, contractual and regulatory requirements, and performance measures to exceed customer expectations. - Identify problems and opportunities for improvement and convert them into projects at all scales (Kaizen, lean, Six Sigma, Analytics, automation). - Collaborate with internal leadership and client stakeholders to address quality concerns and drive strategic initiatives. - Conduct training sessions and manage training programs based on needs assessments and process requirements. - Establish a robust complaints handling, investigation, and reporting process. - Implement ISO 9001:2015 recommended standard practices, including auditing, audit management, non-conformance closures, and action reviews.,
Employement Category:
Employement Type: Full timeIndustry: BFSIRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Deputy Manager Operational ExcellenceContact Details:
Company: HCLTechLocation(s): Chennai
Keyskills: Baselining Benchmarking Load Balancing Resource Utilization SLA Management Metric Management FMEA staffing capacity planning utilization forecasting scheduling process mapping team handling CAPA RCA reporting data analysis attrition management career planning hiring training management MIS Automation Kaizen lean SS Analytics auditing audit management BA
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