Deputy General Manager – Process Excellence/Process Reengineering/Process Improvement – BPO (10-20 yrs)

Job Description :

– Lead Project Management, Quality Assurance, Intelligent Automation, Performance Testing & People Management

– Project planning, effort, design, scope, estimation, resource coordination & delivery as per specified time frames; implementing project plans within preset budgets and deadlines

– Provide application & technical support to other groups, where appropriate & required;

– Determining operational feasibility by defining the problem, analyzing requirements, and assessing proposed solutions

– Interacting with Operations Group for defect closure & root cause analysis of defects and pursue the same for timely closure

– Provide consulting services to the clients on improving the existing process through effective strategy execution

– Maintain healthy business relations with clients & ensuring customer satisfaction by achieving delivery & service quality norms for UK based clients.

– Perform capacity planning, resource forecasting, team ramping-up/ down during the tenure

– Hiring, mentoring & training teams to ensure efficiency in process operations;

– Motivating high performance amongst the Team by operating and introducing appraisals schemes, promotion committees and annual rewards & recognition

– Processing audits of the quality management system, reporting non-conformances, identifying root causes and implementing Corrective Actions & Preventive Actions to maximize resource utilization

– Providing project leadership, mentoring operational excellence team members, and training on Lean &Six Sigma concepts