Senior Manager - Process Excellence/Process Improvement/Blackbelt - BPO (10-15 yrs)

Senior Manager - Process Excellence/Process Improvement/Blackbelt - BPO

Purpose of the role :

- Responsible for Strategizing, conceptualizing & implementing Strategic quality framework & improvement projects that supports consistent delivery of client metrics & value to business.

- Responsible for managing onshore quality team for diverse businesses from Offshore location.

- Champion customer experience, cost and compliance goals for the org. Partner with various stakeholders to support business and create value for client and Org. Champion the values.

- Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 5 years in BPO sector.

- Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.

- Proactive management of identifying trends, producing root cause analysis and providing solutions

- Innovate and improve processes.

- Working knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.

Experience :

- Required: Graduate/Postgraduate with 10+ years' experience and currently working with an MNC Contact Centre / BPO as Manager / Senior Manager Process Excellence.

- Experience in digital transformation using AI and RPA tools.

- Experience in leading Six sigma, lean projects

- Experience in creating and managing strategic QA framework.

- Experience in leading client interactions

- Experience in working with diverse culture and multi-level Stakeholders.

- Process Excellence in BPO with BFSI Industry knowledge desired.