Responsibilities:
· Interact with Clients for understanding Key business Priorities and Opportunity identification. Needs Excellent Client Communication Skills
· Direct the identification of gaps and Transformation improvements in the various processes
· Develop and Execute Key Process Excellence, Automation & Digital Transformational Project Roadmaps for the aligned businesses to deliver contractual/non contractual productivity, customer experience and other P&L impacts, as agreed with the business
· Lead Black Belt Level – High Impact Projects – Lean Six Sigma, Automation, Transformation
· Coach & mentor Green Belt & Lean Projects – Process Standardization, Metric Movement, Automation, Transformation Projects
· Provide innovative leadership driving quality performance, automation projects
· Ensure the use of problem solving and root cause analysis where necessary
· Lead Value stream Mapping and Problem Solving & Ideation Workouts with the aligned businesses
· Monitor & audit the deployed processes for effectiveness & efficiency
· Responsible for leading Process & Digital Ideation events and setting up Visual Management of dashboards & metrics
· Responsible for generating business impact for the clients using the CI methodologies and frameworks
· Be the cultural change agent, Drive robust governance with stakeholders & Risk Assessments
· Collaborate with various departments, offshore/onshore support personnel, and vendors to meet business needs
· Ability to demonstrate outstanding interpersonal and communication skills with the ability to communicate across various levels of associates within a highly matrixed organization
· Validated ability to work efficiently in a team setting as well as independently
Minimum qualifications
· Excellent Project Management experience – Designing and driving small to large scale improvement & transformation projects
· Excellent Problem Solving & Analytical bent of mindset
· Green Belt Trained/Certified
· Good knowledge on Automation + Robotics + Other digital technologies
· Technology/ Digital / Automation awareness - Ability to come up with creative solutions to address customer needs
· Ability to engage effectively with Senior Leadership, Customers and people from all levels of the organization – good Communication Skills
· Ability to work independently with a sense of urgency
Preferred Qualifications/Skills
· Domain SME Preferred – Contact Centre Operations - Good Customer Service / Collections Operations background would be an advantage