Job Description

Sr. Service Manager (Certified Black belt- Business Excellence-Quality)

The Ops & Quality Service Manager supports aligned BU business partners in effectively managing and improving operational performance & in meeting their productivity goals through a culture of continuous improvement.

Skillset: DMAIC Methodology, Hypothesis testing, RCA, QC tools, FMEA, MINITAB, Continuous improvement, Process improvement, Lean Six Sigma

• Job Location : Gurgaon
• 05 Days Week (Work from Office)

Must

Six Sigma, lean, SLA/KPI, Quality, RCA, FMEA, Data analysis

Good to have

Transition Quality, onboarding new Client/New deals, Identifying Transformation/RPA opportunities, Project management, Capacity planning

High Level Responsibility area:

• Facilitates / Leads improvement projects based on Lean / Six Sigma methodology.
• Provides analytics support to Business Leaders both onshore and offshore.
• Drives a continuous improvement culture
• Manages the innovation/ idea generation platform “MERCURI”
• Facilitates Process Improvement trainings
• Supports the business with Quality/Operational excellence initiatives.

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Responsibilities:

• Understand business processes , analyze data trends and share recommendations with stakeholders
• Showcase / share skill set & Quality service offerings with stake holders
• Analyze data on key client operational metrics to understand opportunity for improvement
• Learn and understand the domain / business to help define process metrics
• Map processes to identify non-core activities and suggest alternatives and thus help remove waste
• Liaison with North America Ops & quality counterparts and other stakeholders to drive collaboration and team work
• Deliver Lean trainings for Band 3-5 colleagues
• Deliver need based trainings on Problem solving , Quality concepts & tools

• Mentors colleagues within the Business Unit on client knowledge / Process knowledge / Tools knowledge
• Identify Failure modes and help in establishing process controls
• Design and develop metrics for accurate measurement of work performance
• Baseline metrics and monitor performance
• Provide advance data Analytics as per Business Unit / Process requirements
• Identity opportunities for capacity creation
• Facilitate / lead capacity creating projects in alignment with the productivity goals of stakeholders
• Support business to create year on year efficiencies
• Support transition of new processes, Map processes, create metrics, and consult the business on setup and design of Quality Assurance processes
• Use Six Sigma and Lean tools as required
• Facilitate / Lead projects on Quality and operational excellence using Six Sigma /  Lean / Project Management methodologies
• Develop project roadmaps for assigned projects with minimal or no mentoring support
• Acts as a program manager for BU specific or division level programs

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Education:

• Graduate in any stream
• Green Belt/ Black belt certified 

Required Experience:

• 08+ years of work experience
• Total work experience of 5 years or more (after Graduation in any discipline)
• Relevant / industry work experience of 3 years or more
• Maximum experience should not exceed 8 years.
• Hands on experience of mentoring and doing Green Belt /Black Belt Six Sigma Project
• Experienced in managing multiple project teams simultaneously

Preferred Experience:

• Training and Facilitation Skills and experience
• Excellent oral, written, cross functional and interpersonal communication skills.
• Learning ability with customer orientation and a keen eye for process improvement
• Exposure to COPC, ISO, TQM, Project Management and other Quality methodologies/systems
• Knowledge of Minitab
• Knowledge of Access
• Good knowledge of MS Excel , Power Point and MS Visio