General Manager/ Senior General Manager - Business Excellence

Hexaware Technologies; Navi Mumbai; On-site; INR 2,000,000 - 2,500,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai seeks a focused individual with 15+ years of experience in process excellence, specifically in the BPO and customer service industry. The role involves driving Six Sigma and Lean initiatives, mentoring team members, and implementing process improvements. Candidates should possess strong communication skills and a proven record in managing change and delivering high-impact projects through collaboration. This role is essential in delivering tangible results and ensuring operational excellence.

Qualifications

• Minimum 15 years of relevant work experience in process excellence role with BPO.
• Hands-on experience in leading and delivering Lean, Six Sigma projects.
• Strong knowledge of Lean Six Sigma tools and techniques.

Responsibilities

• Drive process excellence in the operation team in Customer Service.
• Identify projects and mentor team members.
• Participate in consulting assignments and deliver productivity.

Skills

Process excellence

Lean Six Sigma

Change management

Collaboration

Communication

Tools

LSS tools

Job description

Participate in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical.

Job 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.
• Participate in consulting assignment internally and at Client site
• Deliver productivity, 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, Identify and Mentor in Six Sigma, Lean projects, Green Belt Trainees
• Value stream Mapping/ Process mapping &Recommend new/ improvements to delivery models
• Identify and ensure implementation automation projects, process improvements and cost optimization opportunities and support maintenance of World Class Delivery standards
• Create reports for COO, Functional heads\Operational Heads and QPE
• Monitor dashboards and issues for early warning signals & trends and support for RFP, RFI, Sales Collaterals
• Exposure in driving transformation automation in CS environment understanding on industry best practices

Criteria

• Minimum 15 years of relevant work experience in process excellence role with BPO industry preferably in Customer Service segment
• Must have hands-on experience in leading & delivering various high-impact Lean, Six Sigma (GB/BB) projects delivering tangible improvements / results, across the entire lifecycle i.e. right from ideation to implementation / benefits realization
• Strong and practical knowledge of various LSS tools, techniques & approaches
• Strong experience around Program and Change management on large scale transformation engagements involving cross-functional teams.
• Communicative and facilitative - Must be able to communicate well with all levels of the organization from team members to senior leaders. Must be able to lead and demonstrate value-add principles to a team in a collaborative way. Influence employees at all levels