Delivery Leader

Job Description:

Handling back office/front office (webchat) team of 500 to 750 associates. Managing client relationship. Meeting KPIs and client defined SLAs. Handling daily/ weekly / monthly calls with the stakeholders. Strong understanding of P&L of business Undertake other assignments as given by the mgmt. team. Engaging with client and internal stake holders on Transformation and process improvement initiatives Ensure all compliance and regulatory requirements are adhered to. Ability to lead large engagements and operations Excellent communication skills(both written & verbal) Good analytical thinking Client communication and management People Management skills. Strong knowledge on MS Office tools MIS reporting and analysis Good interpersonal skills Ability to meet stringent client deliverable Effective presentation skills Ability to delegate work and ensure completion Monitor Team performance and activity Certified six sigma Green / Black belt, preferred Interpersonal effectiveness Team management Customer orientation Analytical thinking Innovation Self-motivated Utilities domain experience required.

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:  Black Belt Six Sigma ,Operations ,Process Improvement, Initiatives,Team Management ,People Management Skills ,Communication Skills ,Front Office ,Back Office ,Delivery Management ,Delivery leader.

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Manager – Quality

Job Description:

Position: Manager Quality
Job Location: Noida
Shift Timings: 9 AM to 6 PM
Qualification: Any graduate
Experience: Minimum 2 year experience in AM/ TL profile & 5+ years in service industry

Position Description:
The Position Holder is expected to lead a team of Quality Analysts, and audit different checkpoints in the entire customer life cycle. H/She will be responsible to highlight defects, areas of improvement on a regular basis. H/She will be responsible for meeting various stakeholders and identify and implement action plans basis the audit findings.

Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes
Act as a Change Agent and work closely with Operations to optimize Customer Value in multiple client engagements
Should liaison with the Process Heads / Client to Identify Opportunity Areas & Prepare and Implement Improvements
Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement
Ensuring Internal and External Quality metrics are being met
Problem solving and developing innovative solution
Assisting Special Projects and performing other duties as assigned
Driving ROI / Value Added approach
Manage the Quality Team and allocate responsibilities
Conduct regular Audits and Checks on the team and Quality Assurance
Maintain Schedule of the daily routine, Prepare MIS and other reports

Knowledge & Skills:
Strong engagement, communication, presentation and inter-personal skills
Should have good documentation skills Word, Excel, Power Point & Visio
Six Sigma Green Belt Trained/ Certified

Attitude & Behavior:
Ability to work with big/emerging and established brands
Goal oriented relentless hunter
Ability to wear multiple hats- sales/service/retention
Experience:
Minimum 2 year experience as AM/ TL Quality, and overall 5+ years in service industry.

Qualification:
Graduate/MBA
Salary: INR 6,00,000 – 10,00,000 P.A
Industry: Internet / Ecommerce
Functional Area: Production, Manufacturing, Maintenance
Role Category: Quality Assurance/Quality Control Manager

Role: Quality Assurance/Quality Control Manager

Keyskills: Quality Management ,Transaction Quality, Call Audit ,Team Management, Black belt, Lean Six sigma ,Six sigma.

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Leader – Continuous Improvement

Job Description:

IBM has been present in India since 1992. IBM India’s solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry.
Finance & Accounting (F&A) and Supply Chain Management (SCM) provide the following services to the Customers supporting their organization in the areas of financial outsourcing and Vendor Management.

Sourcing and Supplier Management
Procure to Pay
Order to cash
Record to Report
Financial Planning and Analysis F&A operates from six locations across Bangalore, Chennai and Gurgaon .

Role:Transformation Leader
Drive Continuous Improvement Program across multiple Finance & Accounting processes
Drive big ticket transformation initiatives
Install a quality culture across teams
Analyze utilization, efficiency & availability data for large teams.
Perform detailed process improvement studies as required across multiple F&A processes to identify opportunities for improved productivity.
Apply knowledge of Finance & Accounting processes specific to the P2P Domain.
Identify and lead high impact projects involving multiple stakeholders.
Drive Lean to identify waste in process.
Mentor Green Belt / Black Belt projects, possibly Black Belt projects depending on Six Sigma/ Lean experience.
Drive culture of continuous improvement.
Other Responsibilities
Provide quality support to transitions – Development of metrics & dashboards in line with customer requirements, FMEA, review process documentation.
Support voice of customer & audit programs.
Participate in client visits. Required Skills
Global Team Management
Client Management
Strong communication skills
Strong analytical skills – ability to work with large volume of data using statistical tools
Excellent knowledge of Six Sigma & Lean methodology
Good facilitation skills Desirable Skills
Flexible approach to managing projects
Good team player
Good presentation skills. Qualification
Bachelor MBA or Professional degree in Finance or Accounting
Certified Green Belt
Demonstrated success in Project Management
Exposure to different improvement frameworks, such as Six Sigma and Lean
Thorough knowledge of Microsoft office tools like PowerPoint, Project, and Excel are critical for the job Experience
Minimum 15 years of experience

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

Keyskills:   six sigma, health care ,black belt ,project management ,MBA ,process improvement ,green belt ,audit, team management ,consulting.

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