Manager

Manager HCL DPO

SIX SIGMA MASTER BLACK BELT/BLACK BELT | SERVICE QUALITY ASSURANCE EXPERT | CONTINUOUS IMPROVEMENT, QUALITY MANAGEMENT SYSTEM DEPLOYMENT

Undertake service assurance initiatives and maintain a high and consistent level of support service quality across various projects within the firm so help attain business outcomes and provide zero surprises to Operations. You will lead independent service assurance projects or work as a collaborator to help our client's in their service assurance journey to improve the quality of output continuously. Exposure to multiple Industry desired.

Location: Noida/Chennai/Lucknow & available to travel and work in flexible shifts as needed

Roles & Responsibilities:

• Lead multiple engagements and be responsible for resolving complex business problems
• Design/Deploy Service Quality framework that provides insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health
• Ability to understand, define & monitor the business indicators (Lagging & Leading Indicators)
• Sound understanding of Early Warning system(s) and be able to design as per business need
• Expertise in performing Risk & Controls assessment/FMEA and create/propose a robust controls framework
• Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans
• Drive ongoing/ identified service assurance initiatives, continuous process improvement program
• Accountable for data accuracy, timeliness and overall quality of the overall work product

QUALIFICATIONS Degrees, Certifications, Experience:

• Excellent knowledge about service quality both in Operations and support functions. Preferred domains: BFSI, F&A, OTC, CX
• MBB Trained/BB certified
• MBA or PG degree preferably in Business Administration/Engineering
• Minimum 7-10 years of experience in service quality, project mgt., quality management system for service industry

SKILLS:

• Expertise in designing service quality framework
• Hands on experience in solving complex problems through six sigma approach
• Sound understanding of business transformation concepts and frameworks
• Sound understanding of business metrics & how support impacts those
• In-depth understanding of Quality management system, Operations and Support functions
• Proficiency in process improvement initiatives
• Customer centricity and effective program management skills
• Excellent analytical, data visualization, problem-solving and advisory ability
• Excellent in Advanced MS-Excel, PowerPoint, Minitab, MS-Visio usage. Preferred: SAP, Tableau knowledge