Senior Process Excellence – Black Belt Certified – BPO (4-12 yrs)

FUNCTIONAL/ OPERATIONAL :

– Certified lean Six Sigma Black Belt

– Should have expert knowledge be Six Sigma and Lean Techniques

– Experience in Project management, preferably PMP or Prince

– Must have in-depth knowledge of Business Process Mapping and Modeling (Business Process Re-engineering)

– Knowledge in RPA opportunity identification and deployment

– Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.

– Bachelors or higher education degree with overall 7-12 years’ experience with minimum of 4-7 yrs of experience in Process Improvement(PEX) role

– Should have completed 3-5 Projects across different verticals as Project Lead and mentored >5 Projects across different verticals

– Should have worked on multiple client (International & domestic) collaborated project (client engaged). Role requires active engagement with internal and external stakeholders.

– Possess speed to delivery. Ability to collaborate and challenge in a consultative style.

– Solution Oriented and contribute towards RFPs, outsourcing opportunity assessments

– Work across multiple projects and time-zones concurrently juggling multi-dimensional deliverables – both as sole contributor and team deliverables

– Possesses outstanding analytic and problem solving skills as well as a strong ability to dissect up from business requirements and realize true business need in order to identify opportunities.

– 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.

– Analytical bend of mind to understand the business needs and the workflow of the management and the administration tasks.

– Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound, outbound and Data Processes).

– Preference to candidates who have supported F&A, Travel, Banking and/or Healthcare processes in PEX capacity

Information Security + General Security Responsibilities :

– Adhering to Information Security Policies and Procedures of IGS

– Ensuring compliance to Information Security Policies and Procedures.

Specific Security Responsibilities :

– Ensure reportees comply with the security policy and procedure of IGS

– Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

– Ensure the audit non-compliances are fixed within the stipulated timelines.

– Protect information entrusted to you.

– Follow the information labeling and handling procedures based on the classification level of the asset.

– Follow the Clear Screen and Clear Desk Policy.

– Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

– Comply with the Non Disclosure Agreement.

CLIENT SPECIFIC / ORIENTED :

– Active participation in WBR/MBR/QBRs with internal stakeholder & clients

– Represent PEX during client / internal review calls and handles escalations

– Manages Client expectations and ensures Client satisfaction.

The candidate will need to understand & comprehend client requirements and ensure the project is completed on time and within budget.

Key responsibilities include :

– Enhance process capability from the current base-line through process improvement methodologies

– Analyze current operations to identify new project opportunities and financial 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

– Manage overall Lean Six Sigma capability building strategy for the site/client, to take Green Belt training classes.

– Plan and execute Projects as per defined Timelines to meet desired goal as a Project Lead for Key Projects and as a Mentor for Projects done by Operations, who are trained on Lean Six Sigma

– Monitoring Process ICU Metrics and provide required support to improve performance to ensure that those Key Metrics move out of ICU list.

– Continue to provide Value Adds for Processes in aligned vertical – Analytics support (Data Analysis), Business Transformational Ideas, etc

– Lead and facilitate key organizational initiatives on Process excellence

– Conduct Value stream Mapping exercise and ability to create, execute, and maintain an “AS IS” to “TO BE” Roadmap.

– Design & Re-Design Business Processes towards Process Improvement / Transformation.

– Identify and evaluate complex business and technology risks, internal controls which mitigate risks, and related opportunities for internal control improvement.

– Identify opportunities for improvement and bottlenecks through waste analysis and consistency analysis.

– Conduct diagnostic studies on the key accounts identified and implement a Process excellence framework in line with the business objectives

– Minimum 4-7 years of work experience in BPO / Banking / Healthcare / FNA operations