Manager - Quality/Process Excellence (5-7 yrs)

- Identity, lead, manage, mentor or execute process improvement and digitization initiatives for support functions with the objective of eliminating cost, improving Customer experience and Increasing efficiency.

- Establish positive working relationships at senior levels with functional heads.

- Zeal to build a culture of continuous improvement and innovation.

- Flexibility and initiative in achieving the desired outcome.

- Coach, guide and support team to achieve team, department and strategic objectives.

- Manage and execute as per plan key cross functional cross geography organizational initiatives.

- Flexibility to use data driven, process driven , or Creativity based approach to problem solving (or) opportunity identification.

- Support idea generation initiative across the support function.

- Design and facilitate problem solving workshops / kaizen events / design sprints.

- Explore opportunities for high impacting transformation initiatives i.e., RPA/AI deployment, Contact avoidance/elimination/deflection etc.

- Support end to end deployment of Intelligent Automation (IA) by identifying opportunities, documenting requirements and support deployment.

- As a Process Improvement and Digitization Lead, you will be responsible for driving transformation and innovation within the organization's support functions. You will identify opportunities for process improvement, automation, and digital transformation, and lead initiatives to implement these changes.

Key Responsibilities:

Process Improvement:

- Identify and analyze existing processes to identify inefficiencies and bottlenecks. Develop and implement process improvement plans to streamline operations and reduce costs.

- Use Lean Six Sigma or other methodologies to drive process optimization.

Digital Transformation:

- Identify opportunities for automation and digital transformation. Lead the implementation of automation solutions, such as RPA and AI. Collaborate with IT and business teams to integrate digital tools and technologies.

- Team Leadership: Mentor and coach team members to develop their skills and capabilities.

- Foster a culture of continuous improvement and innovation. Motivate and inspire the team to achieve goals.

- Stakeholder Management: Build strong relationships with stakeholders at all levels. Communicate effectively and influence decision-making. Collaborate with cross-functional teams to ensure alignment and support.

- Project Management: Manage and execute projects on time and within budget. Monitor project progress and mitigate risks.

Required Skills and Experience:

- Strong understanding of process improvement methodologies (Lean Six Sigma, etc.)

- Experience in implementing automation solutions (RPA, AI) Proficiency in project management and change management.

- Strong analytical and problem-solving skills.

- Excellent communication and interpersonal skills.

- Ability to lead and motivate teams.

- Experience in a support function or shared services environment. Knowledge of digital technologies and trends.