The jobholder is responsible to manage, the implementation, and the maintenance of process excellence and continuous improvement engagements across the organization. Also liaise with a range of internal stakeholders across different department and locations involving them to participate and deliver to the CI initiatives other initiative/implementations as needed per the business requirements. This will be an individual contributing role and strong domain expertise is preferred.
Main Responsibilities:
- Review status on the CI implementation and drive initiatives as needed
- Track, analyse and find out internal efficiency by analysing operations KPIs default
- Analysis, track and figure fully the quality standards of the customers satisfaction drop and enhancements recommendations
- Contact, check and know the reasons of customers leaving reasons and act as the voice of the customer.
- Drive and lead the quality metrics as a target for different processes.
- Manage, monitor and analyse process performance on Call Quality, FCR, CSAT and other relevant qualitative and quantitative metrics to implement metric improvement projects
- Implementing Lean programs, Kaizen programs across the programs
- Maintain reporting timelines and targets to ensure efficiency
- Support and asses process owners in managing their processes by doing metric management, helping them identify areas of opportunity and working towards improving the same, using improvement methodologies (Six Sigma / COPC / ISO / Lean Sigma / DFSS).
- Process mapping and identifying nonvalue add steps to create lean and agile processes
- Responsible for identifying business problem areas and aligning themselves to the pain areas through Continuous Improvement Projects
- Responsible for working with the client's Business excellence & Operations teams to hunt down processes for RPA & conducting initial RPA process investigation, priority, assessment & fitment analysis.
- Act as customers key contact and guide them through the analysis process and become their trusted advisor on process improvement.
- Strengthen and enhance internal and external processes to make them more efficient and effective by identify process improvement/re-engineering opportunities
- Supervise and Work on process improvements through quality initiatives and Six Sigma methodology.
- Mentor and develop the team including regular performance reviews and appraisals if aligned
- Manage, supervise Process Improvement and Adherence, Process Standardization
- Ensure key issues related to process is reported and corrective action are taken.
- Manage and lead Coaching/ imparting skills to on quality tools, six-sigma, lean, Kaizen/Trainings for team on developmental activities.
- Ensure continuous monitoring of trends in the market and provide advice to leadership on potential initiatives
- Maintain confidentiality in all matters related to work and information.
- Perform any other duties assigned to him/her related to the nature of the work
