General Manager - Transactional Quality || BPO Operations

IGT Solutions is looking for a General Manager - Quality in a Contact Centre services environment. The position is responsible for the overall Managing overall Quality Assurance & Trainings.

Primary Job Responsibilities:

• Identify and scope key process improvement opportunities within Travel Domain Customer Service / BPO Operations Voice, Chat, Back-office.
• Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes).
• Preference to candidates who have supported, Travel, e-commerce, customer service processes in Process Excellence capacity
• Strong understanding of contact centers and multi-service channels
• Lean/ Six Sigma Black Belt Certification through a recognized, national organization
• Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation
• Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).
• Strong problem-solving, analytical and quantitative skills
• Demonstrated ability to guide and manage business change and transformation projects
• Ability to analyse qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences.
• Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics.
• Able to work within a team however be self-sufficient as an individual contributor in driving change within complex matrix working environments.
• Comfortable managing work that combines the use of data analysis, and business process improvement, with service design thinking.
• Knowledge and experience in understanding and identifying process gaps and opportunities for RPA and digital automation deployment
• Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.
• Enhance process capability from the current base-line of key metrics through process improvement methodologies
• Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives.
• Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical
• Active participation in WBR/MBR/QBRs with internal stakeholder & clients
• Represent Process Excellence during client / internal review calls and present analysis/ insights/solutions/improvements
• Manages Client expectations and ensures Client satisfaction.
• Conduct diagnostic studies on the key business processes and implement a Process excellence framework in line with the business objectives
• Experience / knowledge in RPA, automation and digital operations preferred
• Present project analysis and findings to senior leadership to share insights, obtain approvals, and other requirements
• Strong knowledge and experience in Process Improvement Techniques/Certification Black Belt in Lean, Six Sigma and Digital transformation
• Capability to conduct workshops on Process Excellence Tools Techniques
• Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations
• Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment
• Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances

Education and Essential Experience:

• Bachelors/Masters degree in any discipline from a reputed and recognized university
• Certified Black Belt in Lean and Six Sigma from a reputed certifying body, with an outlook to automate, digitize and simplify processes
• 15+ years working experience, 5 years + experience in Process Excellence and Quality function
• 10+ years working experience in BPO/KPO/Contact Center/Travel Vertical
• Excellent communication skills and exposure to International assignments and/or client engagement with the ability to communicate at all levels.
• Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes.
• Application experience and skill (MS Excel, Visio, PowerPoint, Word; MINITAB, or other analysis tools)
• Exposure to Data analytics tools such as Power BI or other equivalent
• Proficient in using Microsoft Office applications, especially Microsoft Excel and PowerPoint
• Scouting for early joiners || If interested Please share your cv at Sonika.Nagpal@igtsoulutions.com