Quality - Senior Associate Consultant [Job Level 4A]

Purpose: To Enhance Customer Experience, improve operational performance and help build culture of process excellence by deploying effectual improvement methodologies and exploiting the potential of technology & employee creativity.

Key Responsibilities Include -

1. Continual Improvement Drive, Support Operational Excellence

Ø Drive projects to encourage culture of improvement, innovation, idea generation and replication of best practices

Ø Drive and mentor projects for continual improvement through various methodologies like Lean, Six Sigma etc.

Ø Identify & scope out a simple or semi-complex project based on business requirements/ benefits

Ø Conversion of opportunities to well defined projects (Project Charter and Registration)

Ø Facilitate improvement project for application of tools, methodology, and project timelines and conduct tollgate reviews (Mentoring project execution)

Ø Create Project plans for efficient and effective Process improvement management

Ø Lead semi-complex project to successful closures

Ø Bring in new initiatives from industry or from different operations to improve the environment and performance

Ø Leverage technology to drive automation & co-ordinate with Lead Developers

Ø Actively lead programs to support value creation for partners through application of Value Stream Mapping

Ø Conduct Lean Six Sigma Trainings at centre as employee skill development


2. Operational Support

Ø Co-own quality and operation metrics. Proactively provide support to special critical situation to ensure consistent customer delivery

Ø Raise appropriate flags at the right time where things are out of control or there is a delay

Ø Launch and propagate programs to improve performance of low performing KPIs, groups, LoBs


3. Team Management:

Ø Ensure resources availability as per agreed norms

Ø Create and ensure implementation of learning and development plan for team

Ø Achieve Employee satisfaction and retention targets

Ø Create and participate in Employee engagement and R&R program


Required Qualifications:

Academics: Graduate or Post Graduate in any discipline, preferred Commerce

Technical: Lean Six Sigma Black Belt Trained & Green Belt Certified from a recognized institute

Domain(s): F&A, S&F and HRO

Advantage: Exposure to VBA Programming, Hands on experience on Statistical Data Analysis using Minitab or other industry software

Work Experience: 6+ Years of experience

3-4 years of relevant experience in driving Process Improvement Projects in a large BPO / KPO set-up