Delivery Excellence Partner

Gratitude Inc

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14 hours ago

Delivery Excellence Partner

10-13 Year(s)

Mumbai, Kolkata, Hyderabad

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Job Description

Key Skills

Program Management Skills LSS Black belt of Lean Six Sigma techniques, Automation, etc. Experience in deploying Data analytics, Machine learning, Artificial Intelligence,etc would be an advantage Client and Stakeholder management skills

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Delivery Excellence Partner

Job Code:
423326 Chennai - BPO5/6
423330 Pune - BPO4/5/6
423329 Hyderabad - BPO 6
Mumbai 423318 BPO4/5/6
Nagpur 423328 BPO4/5/6
Noida 423331 BPO4/5/6
Kolkata 423327 BPO4/5/6

Education:
• Minimum 15 years of regular, full-time education (10 + 2 + 3)
• Non-technical graduation and/or masters in finance & accounts stream - MCOM, MBA in Finance, CA/ICWA or Engineering background with proven black belt or transformation expertise in Finance and Accounts processes.

Must Have:
• BPO exposure in process improvement and Quality.
• Lean Six Sigma Green Belt Certified and experience in driving LSS/ Process Improvement projects.

Good-to-Have:
• Black Belt /Master Black Belt certified
• Exposure to finance & Accounting domain on process improvements & quality deployment.
• Experience in RPA /Agentic AI deployments.
• Exposure to CMMi/ISO certifications.

The purpose of the job or role:
• To drive Data driven culture in operation by imparting various quality tools and methodologies trainings.
• To ensure that the best in class client satisfaction rating is achieved by leveraging Delivery Excellence initiatives.
• To facilitate deployment of Quality management system(iQMS) including ISO and CMMi practices.
• To drive business process improvements leveraging Lean Six Sigma.

Primary Responsibilities:
• Conduct Thought leadership workshops and develop continuous improvement roadmap for the associated client accounts.
• Lead & mentor Process Improvement projects leveraging Lean Six Sigma methodologies to deliver targeted Business value and productivity improvements.
• Build and develop competencies on Quality Management Systems, Lean Six Sigma and digital transformation techniques.
• Drive innovation and automation projects to deliver award winning case studies in internal and external forums.
• Drive effective No Surprise framework to ensure process risks are proactively identified and mitigated for the associated client accounts.
• Effectively engage with clients and internal stakeholders to ensure Delivery Excellence Initiatives are effectively deployed and recognized.

Critical Success Factors:
• Excellent communication and presentation skills.
• An eye for detail, analytical and data oriented with logical problem solving approach.
• Client and Stakeholder management skills.
• Influencing Skills.
• Program management skills – soft skills & networking.
• Assertive & self driven with an attitude of challenging the status quo.
• Ambitious or Goal oriented with a will to make it happen.

Education/Certification/Experience Requirements:
• Overall 10+ plus years of work experience with proven expertise in business problem solving and delivering significant business value to the clients and internal stakeholders. Exposure to Service industry is must.
• Should be able to demonstrate experience in practical application of Lean Six Sigma techniques, Automation, etc. Experience in deploying Data analytics, Machine learning, Artificial Intelligence, etc., would be an advantage.
• LSS Green belt must. QMS, Black Belt, Master Black belt, Agile, Digital competencies and PMP certifications would be an advantage.
• Atleast 4 years of experience as Lean Six Sigma or Transformation professional for FAO processes is must.
• Educational Requirements: MCOM, MBA in Finance, CA/ICWA or Engineering background with proven black belt or transformation expertise in FAO processes.
• Shift: Willing to work in all shifts and willing to travel to any location as per client/organization requirements.

Ex TCS Employees can’t apply
PAN and DOB are required for profile creation

Role

Customer Delivery Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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Rosemary Julius

Recruiter - Gratitude Inc

NA, tanzania

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