Essential Functions

 Process Improvement Function:

• Leads high impact / significant process improvement and transformation projects using Lean, DMAIC and other Six Sigma methodologies like DFSS etc. Develop a detailed project plan to monitor and track progress. Highlight risks and issues throughout the project lifecycle to respective business owner
• Proven experience of driving process transformation for contact center processes
• Manage multiple program areas in client area- track delivery against program objectives and implement proposals to improve program services and efficiencies
• Highlights risks and issues throughout the project life cycle to respective business unit leader
• Leverage data/analysis to better understand customer contact needs & to optimize our support strategies to provide an unparalleled level of quality
• Support ongoing RFP/RFI from quality & process improvement perspective
• Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements of the process starting from Migrations up to BAU state.
• Work closely with clients, operations and analytics team to identify issues or bottlenecks within operations process and come up with strategic solution to increase efficiency and effectiveness of the process by sharing best practice, driving standardization and drive onshore/ offshore improvement projects
• Execute business-wide initiatives- define project plans, assemble resources. Manage implementation activities and develop all processes associated with program rollout and ongoing support
• Provides innovative solutions, mentor improvement projects; trains and coaches Green Belts and Black Belts on improvement projects.
• Responsible for developing process improvement strategy
• Conduct process diagnostics/ brainstorming sessions to identify the process improvement opportunities at client / engagement level, planning and execution of projects and managing process improvement program
• Identifying Digital tool implementation, point automation opportunities
• Support in process enhancement to ensure effectiveness and implement strategy to better customer experience
• Facilitate the sharing of best practices from within and outside the organization and implement them and drive performance benchmarking
• Active participation in client visits, showcasing process transformation case-studies

Primary Internal Interactions

• Sr. Manager, AVP, VP, SVP
• Sr. Manager, AVP, VP, SVP, Sales Leads, Business Leads
• Analytics and Technology Teams (Technology App, Service Delivery, AA&R and ISG)

Primary External Interactions

 Client for digital transformation and potential clients during RFP