Business Excellence Manager

Role & responsibilities

Technical & Strategic:

• Able to run Speech and text analytic engine driving analytics practice team
• Able to conduct analytics POCs (Proof-of-concept) for various domains

• Deliver quantifiable, actionable insight to clients using text, speech and data analytics
• Perform analytical activities to enhance customer experience, improve Net promoter score, and drive operational efficiencies
• Identify opportunities for Project management, Business Process Reengineering & Business Analytics

Team Management:

• Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc.
• Coordinate with the senior management team members to drive change and improvement
• Reward & recognize the excellent performers in the team
• Review team performance
• To drive quality culture in the process & make quality as a way of life

Process Orientation & Operations Management:

• Planning & coverage of Certifications/ Audits
• Self-Assessment Implementation and coverage
• CSAT Action plans tracking, validation & baselining
• Improvement in BE ICSAT score

Performance against Budgets / Targets:

• Costs saved, new revenue generated out of process improvement, faster turnaround & efficiency improvement.
• Cost saved by driving process improvement resulting to penalty saving at program level

Strategic Business Planning & Execution:

• Implement Interaction Analytics service
• Expansion of existing Transformation Service - e.g. Self Service

General Safety and Security

• Protects the organizations assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions

Preferred candidate profile

With Moderate Competency Level in ff.:

• Communication Skills (Spoken & Written)
• Customer Service Orientation
• Strategic Capability
• Coaching & Performance Management
• Conflict Management
• Fiscal Management

With Expert Competency Level in ff.:

• Knowledge & Experience in using MS Office, Nexidia, Verint Speech Analytics
• Process Improvement
• Job Knowledge
• Business Acumen
• Facilitation Skills
• People Management/ Team Orientation
• Drive for Results/ Execution
• Expertise/ Analytical Skills

Essential Skills

• Trained or Certified Analytics practitioner in any NICE, VERINT, NEXIDIA, CLARABRIDGE, IBM platform
• Microsoft Access, MS PowerPoint, Minitab
• Able to establish, implement and continuously improve the quality information security policies assigned to him / her
• Able to establish structures and procedures to protect classified information
• Able to report information security related incidents without any delay to the proper authorities.
• Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA

Eligible designations-

Supervisor / Senior Supervisor / Associate Manager

Perks and benefits