Process Excellence

Process Excellence-Deputy Manager

Location: Hyderabad

Shift: Shift as per client

Key Responsibilities

• Drive Lean Six Sigma Kaizen Quality and Process Excellence programs across multiple accounts / Workflows.
• Identify improvement opportunities through VOC data analysis benchmarking and process assessments.
• Lead process reengineering automation analytics and digital transformation initiatives
• Manage end-to-end improvement projects and ensure realization of business benefits productivity gains and quality improvements.
• Conduct Root Cause Analysis (RCA) Value Stream Mapping (VSM) FMEA and statistical analysis to solve business problems.
• Partner with clients operations leaders and cross-functional teams to develop transformation roadmaps.
• Facilitate workshops ideation sessions and continuous improvement forums.
• Drive change management and ensure successful deployment of new processes and best practices.

Required Skills

• Lean Six Sigma Green Belt or Black Belt with strong Process Excellence certification.
• Expertise in Lean Six Sigma Quality Management Process Re-engineering and Statistical Tools.
• Experience leading transformation programs involving analytics automation and AI-enabled improvements.
• Advanced proficiency in Excel PowerPoint data analytics and dashboarding.

Recommended: Mapping / Labelling / Content moderation / T&S / GSIS / service industry Not Manufacturing.

Typical KPIs

• Productivity improvement (%)
• Cost savings / ROI delivered
• Automation / AI infusion benefits realized
• Quality improvements and defect reduction
• CSAT/Client satisfaction improvement
• Project completion and benefit realization
• Continuous improvement pipeline value
• Governance and compliance adherence

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks