General Manager - Quality Process Excellence (Customer Service)

Hexaware Technologies; Navi Mumbai; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai is seeking a seasoned process excellence professional to drive Six Sigma and Lean initiatives within the customer service vertical. You will mentor teams, lead Kaizen events, and deliver value through automation and cost optimization.

The role requires 13+ years in BPO CS, Six Sigma GB or higher, and the ability to lead cross-functional programs and drive change management across the organization.

Qualifications

• Minimum 13 years of relevant work experience in process excellence within BPO/customer service.
• Lead or facilitate cross-functional or program-level initiatives/events/meetings.
• Six Sigma GB or above certified.
• Knowledge of various LSS tools, techniques & approaches.

Responsibilities

• Drive culture of process excellence in operation teams, preferably in Customer Service.
• Identify projects, train team members and mentor/lead projects (GB/Kaizen).
• Drive transformation automation in CS environment and implement industry best practices.
• Participate in consulting assignments internally and at client sites.
• Deliver productivity and create value for client; support change management and ensure stable operation.

Skills

Six Sigma

Lean

Process Mapping

Value Stream Mapping

Change Management

Data Analysis

Tools

LSS tools

Job description

The incumbent will be actively participating in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical.

Responsibilities:

• Drive culture of process excellence in operation team preferably in Customer Service segment
• Identify projects, train team members and mentor/ lead projects YB/GB and Kaizen ideas.
• Exposure in driving transformation automation in CS environment understanding on industry best practices
• Participate in consulting assignment internally and at Client site
• Deliver productivity and create value for client, Client collaboration and change management
• Support/ Enable change management ensuring from the projects
• Enable stable operation with no surprises
• Drive the Six Sigma culture and initiative across the organization with commitment, passion and persistence
• Ensure Positive contribution to the company's Gross margins and Operating margins
• Lead/ participate in Six Sigma and Lean projects, Identify and Mentor Six Sigma and Lean projects, Mentor Green Belt Trainees
• Value stream Mapping/ Process mapping
• Follow up on action items, Support maintenance of World Class Delivery standards
• Recommend new/ improvements to delivery models
• Identify and ensure implementation automation projects, process improvements and cost optimization opportunities
• Create reports for COO, Functional heads\Operational Heads and QPE
• Monitor dashboards and issues for early warning signals and trends, Support for RFP, RFI, Sales Collaterals.
• Six Sigma and other (ARM grid) trainings
• Participate in various meetings as part of the profile
• Ensure compliance to ISO 9001/ 27001

Qualification:

• Minimum 13 years of relevant work experience in process excellence role with BPO industry working for Customer Service business
• Work with clients to understand their needs and identify opportunities for value creation. Lead or facilitate cross functional or program level initiatives/ events/ meetings.
• Six Sigma GB and above certified
• Knowledge of various LSS tools, techniques & approaches