Senior Service Manager( Certified Black Belt- Business Excellence(Quality)
The Ops & Quality Sr. Service Manager supports aligned BU business partners in effectively managing and improving operational performance & in meeting their productivity goals through a culture of continuous improvement.
High Level Responsibility area
Facilitates / Leads improvement projects based on Lean / Six Sigma methodology.
Provides analytics support to Business Leaders both onshore and offshore.
Drives a continuous improvement culture
Manages the innovation/ idea generation platform MERCURI
Facilitates Process Improvement trainings
Supports the business with Quality/Operational excellence initiatives.
Responsibilities:
Understand business processes , analyze data trends and share recommendations with stakeholders
Showcase / share skill set & Quality service offerings with stake holders
Analyze data on key client operational metrics to understand opportunity for improvement
Learn and understand the domain / business to help define process metrics
Map processes to identify non-core activities and suggest alternatives and thus help remove waste
Facilitate / lead brainstorming sessions in a structured problem solving approach to identify improvement areas, support in measuring improvements and quantification of savings
Actively listen and understand stakeholder expectations and requirements to support them in meeting their business objectives
Be flexible to changes & continuously evaluate to adapt to the culture of the organization
Understand and own development needs in consultation with the manager and work to achieve development goals
Liaison with North America Ops & quality counterparts and other stakeholders to drive collaboration and team work
Deliver Lean trainings for Band 3-5 colleagues
Deliver need based trainings on Problem solving , Quality concepts & tools
Mentors colleagues within the Business Unit on client knowledge / Process knowledge / Tools knowledge
Identify Failure modes and help in establishing process controls
Design and develop metrics for accurate measurement of work performance
Baseline metrics and monitor performance
Provide advance data Analytics as per Business Unit / Process requirements
Identity opportunities for capacity creation
Facilitate / lead capacity creating projects in alignment with the productivity goals of stakeholders
Support business to create year on year efficiencies
Support transition of new processes, Map processes, create metrics, and consult the business on setup and design of Quality Assurance processes
Use Six Sigma and Lean tools as required
Facilitate / Lead projects on Quality and operational excellence using Six Sigma / Lean / Project Management methodologies
Develop project roadmaps for assigned projects with minimal or no mentoring support
Acts as a program manager for BU specific or division level programs
Education:
Graduate in any stream
Black belt certified
Required Experience
8+ years of work experience
Total work experience of 5 years or more (after Graduation in any discipline)
Relevant / industry work experience of 5 years or more
Maximum experience should not exceed 10 years.
Hands on experience of mentoring and doing Green Belt /Black Belt Six Sigma Project
Experienced in managing multiple project teams simultaneously
Preferred Experience:
Training and Facilitation Skills and experience
Excellent oral, written, cross functional and interpersonal communication skills.
Learning ability with customer orientation and a keen eye for process improvement
Exposure to COPC, ISO, TQM, Project Management and other Quality methodologies/systems
Knowledge of Minitab
Knowledge of Access
Good knowledge of MS Excel , Power Point and MS Visio.
