Manager Operations Excellence

Job Description:

OVERALL PURPOSE OF JOB
Facilitate & drive quality and continuous improvement initiatives across processes. Drive the operational Excellence culture across the floor.
PROCESSES
1.OpEx initiative
OE projects using Six Sigma, Lean for client impact.
Driving an operational Excellence culture across the floor
Employee Suggestion Program for improvements.
Responsibilities/ Authorities
Manage Quality initiatives with emphasis on continuous improvement in operating results and strengthening of underlying processes for the Site.
Oversee the design, development of quality related initiatives and ensure quality measures are aligned with overall Business objectives.
Support business and functional team to achieve quality objectives.
Provide support towards continuous Improvement programs like Six Sigma across various functions to create and enhance value to clients.
Imparting advanced training to personnel on quality related initiatives to percolate quality across the organization and building a Quality Culture.
Motivate and mentor team members in managing their personal and professional goals
Support Quality Lead in Integrating Quality & Continuous Improvement initiatives with other cross-center initiatives such as BPO blueprint, Service Management etc
Support Quality Lead in tracking the progress against Organization and engagement objectives and ensure completion of Balanced Score card
Support Quality Lead in driving the Employee Suggestion Program
Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score of the assigned project on a regular basis
Work with Service Delivery Leads/ Functional Leads to optimize the quality of the assigned projects by recognizing, enhancing and sharing quality best practices
Carry out quality audits and ensure that the quali

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Operations Manager
Role: Operations Manager
Keyskills:   six sigma ,bpo ,functions, service management ,oe ,tracking, continuous improvement ,opex ,operational excellence.

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Service Manager Infrastructure Services

Job Description:

Role: Service Manager Infrastructure Services

Years of experience: 13+ Years

Location: Bangalore/Mumbai

Responsibilities

Articulate performance, opportunities for improvement and improvement progress for all Service Management services for accounts supported

Identify opportunities for process improvements for accounts supported

Facilitate and/or attend Service Management leadership meetings pertaining to Incident, Problem, Change and Asset.

Creates and monitors a development and succession planning process for resources; proactively monitors resource availability against current requirements and new business opportunities

Coach and hold SMG teams accountable for delivering highly accurate, effective and efficient Service Management Services.

Work with Service Lines and hold accountable to ensure Service Management Performance Indicators are performing above target.

Serve as initial escalation point of contact for the Service Line SDMs regarding Incident, Problem, Change, and Asset process failures.

Ensure Service Management processes are being monitored for compliance

Identify and drive continuous process improvement within the Service Management Services

Monitor Major Incident Management outage communications to coach and correct to address any errors on inconsistencies found

Will monitor and take ownership of resolving poorly performing SMG KPIs

Will escalate chronic process failures to Management for immediate attention and resolution

Will provide strategic thought leadership in shaping SMG products and services.

Deliverable

Will meet with Leadership to deliver status of service line process performance which will include recommendations for improvement.

Understands and controls expenditures within the function, delivering services within an agreed budget and for exception management of any deviations from budget with accountability to senior management

Ensures operations are cost effective, efficient and within established budget constraints. Proactively looks for efficiencies, re-engineering opportunities.

Identifies areas of rightshoring within existing accounts.

Will meet with account SDM and key leadership to deliver status of Service Management Services begin performed by SMG along with performance of the service lines.

Client facing communications or presentations needed to provide additional information regarding established SMG processes.

SIP Improvement Plans as needed

SME support for projects and transitions. Characteristics To be successful the Service Management Manager will: Customer Focus

Teamwork

Results Driven

Have Interpersonal and Communication skills

Managing change

Problem Solving and Continuous Improvement

Leadership

IT Outsourcing Business Knowledge and Experience of working to ITIL principles

Strategy, Planning and Organizing

Understand the SMG Goals and Objectives and demonstrate actions supporting them.

Have the ability to quickly establish credibility with Account/SDM/Service Line Leadership.

Have the ability to lead and influence cross tower issues

Be a strong Analytical Thinker

Be able to manage multiple priorities

Take personal ownership of escalations

Understand Capgeminis operating environment

Understand Customer SLAs

Understand SMG KPIs

Must be able to work without supervision

ITIL Foundation certification

Excellent presentation skills

Excellent English communication, both verbal and written

Experienced in dealing with Senior Management

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Service Delivery Leader
Role: Service Delivery Leader

Keyskills: Change Management ,ITIL, Budgeting Management Services ,Customer Focus, Succession ,Planning ,Service Management ,Incident Management ,Process Improvement.

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Manager Operations Excellence

Image of main value

 

Job Description

OVERALL PURPOSE OF JOB

Facilitate & drive quality and continuous improvement initiatives across processes. Drive the operational Excellence culture across the floor.

PROCESSES

1. OpEx initiative

OE projects using Six Sigma, Lean for client impact.

Driving an operational Excellence culture across the floor

Employee Suggestion Program for improvements.

Responsibilities/Authorities

Manage Quality initiatives with emphasis on continuous improvement in operating results and strengthening of underlying processes for the Site.

Oversee the design, development of quality related initiatives and ensure quality measures are aligned with overall Business objectives.

Support business and functional team to achieve quality objectives.

Provide support towards continuous Improvement programs like Six Sigma across various functions to create and enhance value to clients.

Imparting advanced training to personnel on quality related initiatives to percolate quality across the organization and building a Quality Culture.

Motivate and mentor team members in managing their personal and professional goals

Support Quality Lead in Integrating Quality & Continuous Improvement initiatives with other cross-center initiatives such as BPO blueprint, Service Management etc

Support Quality Lead in tracking the progress against Organization and engagement objectives and ensure completion of Balanced Score card

Support Quality Lead in driving the Employee Suggestion Program

Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score of the assigned project on a regular basis

Work with Service Delivery Leads/Functional Leads to optimize the quality of the assigned projects by recognizing, enhancing and sharing quality best practices

Carry out quality audits and ensure that the qualit

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Operations Manager
Role: Operations Manager
Keyskills:

Lean,Operational Excellence ,Operations Management ,Service Delivery ,Continuous Improvement ,Quality Initiatives, Six Sigma, Balanced Scorecard ,Service Management, Quality Audit

Desired Profile

Education:UG -Any Graduate – Any Specialization
PG – Any Postgraduate – Any Specialization
Doctorate – Doctorate Not Required

Contact Details

Recruiter Name:HR

Contact Company:Accenture

Telephone:Not Mentioned

Reference Id:J3247

Website: http://www.careers.accenture.com/India