Business Excellence
دوام كامل
في Sagility
في
India
نُشرت يوم January 16, 2025
تفاصيل الوظيفة
Responsibilities :
- Around 15 to 18 years, with approx 10+ years of BPO experience
- Prior experience in US healthcare BPO (Payer) is necessary
- Candidates with stability preferred in terms of previous job changes
- Preferably, should have leadership experience in manufacturing/ services in the field of Quality/ Excellence/ Operations/Automation
- Work experience in MNCs or reputed organizations will be an added advantage.
- Quality Assurance
- Ensure Program Quality objectives and SLA’s are met.
- Ensure Program Quality measurements are reflective of Quality levels perceived by the client
- Value Creation
- Deliver tangible value to the clients thru
- Process Reengineering, Transformation projects leveraging Digital capability ( Automation, Analytics, etc.)
- Cross geo/cross tower projects
- Drive client specific initiatives
- Efficiency Improvement
- Reduce cost of operations
- Reduce cost of quality
- Improve productivity
- Optimize Spans & Ratios
- Utilization Improvement
- Speed To Proficiency – Learning curve reduction
- Delivery Excellence
- Improve process capability
- Improve end to end service delivery processes
- Build and leverage Continuous Improvement
- Meet SLA commitments
- Lead and manage Interventions
- Standard Methods and Practices
- Design and deploy Practice Capability & Maturity Models
- Standard Methodologies, Playbooks
- Business Health & Compliance
- People Management
- Ensure employee engagement thru strong people connect and managing grievances with the help of HRBP and leadership team as appropriate
- Drive team upskilling initiatives
- Ensure appropriate staffing and back up plans to ensure business continuity
- Client relationship
- Manage client conversations w.r.t. Quality and Continuous Improvement
- Periodically present value-adds in business reviews
- Manage and drive client satisfaction improvement projects and key actions
- Masters in Business Administration or any Post-graduation will be an advantage
- Certified Six Sigma Black Belt from reputed institutes/companies like ASQ, ISI, GE, Genpact or similar; with minimum 6 years of experience in the role of Quality at various levels. MBB training or certification would be an added advantage
- PMP or Prince2 or similar Project Management certification
- ISO 9001, COPC certifications / experience would be desirable
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