Job Description

Location: Hyderabad

Shift: Rotational as per client

5 days WFO

CRITICAL SKILLS REQUIRED:-

1. Excellence head with a demonstrated history of working in the outsourcing/offshoring industry.
2. Experience in managing Quality/ Process Excellence initiatives for Large Engagements.
3. Hands on experience in driving large transformational programs involving process reengineering, analytics, automation etc.
4. Must have worked in cross functional teams and demonstrated ability to drive change in the process.
5.Excellent oral and written communication skills and should be able to manage internal stake holders as well as customers.
6. Well versed with MS Office – Excel and PowerPoint.
7. Exposure in driving high impact transformation projects involving technology and process re-engineering.

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PRINCIPAL RESPONSIBLITIES:-

1.Lead consulting assignments and deliver business value to the customers through quality initiatives.
2. Support process excellence initiatives and drive improvement projects in a complex and fast paced environment.
3.Drive benchmarking and best practices deployment across accounts.
4.Identifying process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes. 
5. Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT risks.
6. Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure.
7. Drive projects to improve and maintain the profitability of the process.Leading and ensuring governance for Quality/ Process Excellence initiatives for Large Engagements.
8. Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen.
9. Drive standardization practices and ensure strict compliance in internal and client defined processes.
10. Ensure all process metrics are met.

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• Drive performance of the team on the identified metrices of the process 

  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/ low performers to improve their performance metrices
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

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• Stakeholder Interaction & Management 

  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership  updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues 

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• Effective Team Management

• Resourcing

  • Hire adequate and right resources for the team 
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition 
  • Drive diversity in leadership positions

• Performance Management

  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team