General Manager - Business Excellence/Quality - BPR/BPO

Our client is a global leader in business process management (BPM) and optimizing the customer experience lifecycle, helping make its clients more competitive every day. Combined with technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate they take a true globally local approach, with over 40k employees across 60 delivery centers in seven countries making a difference to some of the worlds leading brands across nine key verticals. For the year ended 31st March 2020, they had revenues of Rs. 52,354 million (US$ 737 million).

We are poised to look for a DGM/GM for their operations in Bangalore

General Manager - Business Excellence/Quality (BPR/BPO experience) - Bangalore

Experience : 15 - 16 years with at least 5-6 years in a BPO of repute

Job Description
• Deployment of Standardized Transaction Quality Monitoring Excellence Assessment across the organization.
• Deployment of Discovery Methodology, Transition Methodology, Continual Improvement Methodology, Operations Methodology applicable to Healthcare business.
• Alignment of organizational metrics to Excellence frameworks.
• Implement strong governance to address Operations Quality and Improvement projects and initiatives
• Drive projects to optimize Cost of Quality improve ROI
• Deploy AI, ML, Analytics based SMART audits also drive audit automations
• Build team capability.
• Participate in client interactions through formal and informal channels towards ensuring attainment of objectives associated with the key deliverables.
• Support Account Management through active participation in client interactions during visits, due diligences, client reviews and any other form that may arise.
• Experience in driving Compliance Audits. Relevant certification preferred.
• Strong Program management skills.
• Strong domain knowledge in international healthcare processes and products.
• Complete knowledge and implementation experience of Excellence models.
• COPC registered coordinator and implementation experience of COPC, preferred
• Knowledge of ISO9000, ISO27000, HIPAA is added advantage.
• Work experience as Quality consultants will be an added advantage.
• Capability to train and conduct workshops in Business Excellence.
• Ability to identify process re-engineering requirements against end to end service provisioning in healthcare domain.
• Ability to work across various geographies.

Mandatory
• MBA/PGD in Business Administration or any Post-graduation.
• BPR/Process Transformation
• Over 15 years of which at least 6 years in a BPO.
• Preferably, should have held leadership position in the Quality/Business Excellence function of a BPO for about 2 to 3 years.
• Work experience in MNCs or reputed organizations will be an added advantage.

Nice To Haves
• Six Sigma Black Belt
• Certified Auditor ISO 9001, 27001 (preferred)
• Work experience in MNCs or reputed organizations will be an added advantage

Skills

Interested and if this role suits your experience and skills, please update me with your latest cv with these additional details below

What's your BPO experience in years?

Are you Sig Sigma (BB) or Lead Auditor certified?

Current Organisation

Highest Qualification/Year:

Total Experience

Relevant BPO Experience:

Current Location:

Open for Bangalore location :

Current CTC ( fixed + variable if any)

Minimum Expected Salary

Notice Period : How soon can you join, if selected

Reason for change : (30-50 words)

Please note, we are looking for an early joiner, it will be really an advantage if you can join immediately or within 2-3 weeks maximum.

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