Sr. Manager Process Excellence

Wipro; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Wipro seeks an expert in Content Moderation and Trust & Safety related process excellence to lead and mentor a team of Black Belts. The role focuses on cost saving, standardization, and value creation across multiple engagements in a fast-paced outsourcing environment.

You will drive transformation initiatives, partner with sector leaders, and propagate best practices while ensuring stakeholder alignment and rigorous governance in process improvements across Insurance-related processes.

Qualifications

• Excellence leader with a history in outsourcing/offshoring.
• Experience in managing Process Excellence initiatives for a cluster of engagements.
• Experience in leading Black Belts and mentoring LSSBB projects.
• Hands on with large transformational programs: process reengineering, analytics, automation.
• Cross functional team experience and ability to drive change in Insurance domain.
• Excellent oral and written communication; manage stakeholders and customers.
• Strategic roadmap planning with sector leaders; exposure to third party BPOs.

Responsibilities

• Lead consulting assignments and deliver business value through quality initiatives.
• Head a team of Black Belts to achieve cost saving, standardization, and value creation targets.
• Support process excellence initiatives in a fast paced environment.
• Be a strategic partner for sector leaders driving transformations.
• Drive benchmarking and best practices deployment across accounts.
• Identify process gaps and opportunities to improve efficiency.
• Mitigate CSAT risks by addressing potential dissatisfaction drivers.
• Collaborate with customers and operations leaders to implement improvements.
• Drive projects to maintain profitability of processes.
• Govern Quality/Process Excellence initiatives for large engagements.
• Foster a culture of improvement using Six Sigma, Lean, Kaizen; run workshops and roadshows.
• Enforce standardization and compliance in internal and client processes.

Skills

Six Sigma

Lean

Kaizen

Team leadership

Stakeholder management

Process reengineering

Automation

Cross-functional coordination

MS Office

Communication skills

Tools

Excel

PowerPoint

Job description

Expertise in Content Moderation and Trust & Safety

1. 1. Excellence leader with a demonstrated history of working in the outsourcing/offshoring industry.
2. 2. Experience in managing Process Excellence initiatives for a cluster of engagements
3. 3. Experience in managing a team of black belts and their career pathing
4. 4. Must have led/ driven six sigma and lean projects as a Black belt and mentored LSSBB projects as a Lead / Master black belt
5. 5. Hands on experience in driving large transformational programs involving process reengineering, analytics, automation in Insurance domain
6. 6. Must have worked in cross functional teams and demonstrated ability to drive change in the process in Insurance domain
7. 7. Excellent oral and written communication skills and should be able to manage internal stake holders as well as customers.
8. 8. Experience in working with the sector leaders and putting together a strategic roadmap for the transformations
9. 9. Well versed with MS Office – Excel and PowerPoint.
10. 10. Exposure to working in Process excellence role in third party BPOs

Job Description:

1. 1. Lead consulting assignments and deliver business value to the customers through quality initiatives.
2. 2. Lead a team of black belts in achieving the cost saving, process standardization, value creation targets for a luster
3. 3. Support process excellence initiatives and drive improvement projects in a complex and fast paced environment.
4. 4. Be a strategic partner for sector leader in driving transformation and customer advocate for the line of business
5. 5. Drive benchmarking and best practices deployment across accounts.
6. 6. Identifying process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes.
7. 7. Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT risks.
8. 8. Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure.
9. 9. Drive projects to improve and maintain the profitability of the process.
10. 10. Leading and ensuring governance for Quality/ Process Excellence initiatives for Large Engagements.
11. 11. Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen by facilitating workshops, roadshows etc
12. 12. Drive standardization practices and ensure strict compliance in internal and client defined processes.