Client is ranked one among the Fortune 15,Having presence in 67 countries
across the globe with 1.4 lac employees
Indian Operations - With over 5500 highly skilled specialized associates
across Bangalore and Pune offers unrelenting focus on process excellence and
rigor to deliver year-over-year productivity improvements for maximum impact
to the bottom line.By improving customer satisfaction scores, optimizing
capital use and reducing operational expenditure, Client offers far-reaching
and positive impact on client's shareholders value.
Client offers wide basket of services caters to requirements across various
segments in :-
Insurance (Life, P & C, Health):
Policy Services / Closure,Claims Management,Recoveri es & Payments,Inbound
Customer Services,Outbound Telemarketing.
Finance and Accounting:
Credit Control,Banking and Reconciliation, Accounting and
Reporting,Installme nts,Accounts Payable,Actuarial Support Services
Asset Management:
Investor Client Account Administration, Fund Accounts Maintenance, Compliance
Coding,Custodial Recons
Research and Analysis:
Internet Desk Research,Statistica l Analysis
Job Title: VP - Business Process Re-engineering
Location: Bangalore,India
Position Summary:
Senior leadership role responsible for leading re-engineering and driving
six sigma initiatives, developing a continuous improvement capability to the
organization. This position will be required to forge strong relations with
the management team and all process stakeholders.
Broad Responsibilities:
Provide overall leadership to Process Re-engineering/ Six Sigma.
Creating a process reengineering/ Quality framework in terms of who, when,
where,what and how
Relationship with divisional heads/representativ es in India to involve
them/their representatives in the process
Define targets of "process improvement through reengineering"
Develop the India process transformation team as a experts in BPR
Job Responsibilities:
Quality and Process Improvement: - Establish Six Sigma framework
incorporating training & tracking to drive continuous improvements,
Introduce quality and improvement initiatives with full consideration for
up-stream dependencies and the implications for the end to end processes,
Mentor and coach transition / operational development resources. Establish
methods, tools and techniques for process improvement and train operations
Leaders in these techniques
Change Management:- Conduct end-to-end process mapping & recommend re-design
of processes where appropriate in conjunction with IT & operation functions.
Set up & Operationalize the re-engineering program. Understand the
sensitivity to region-based peculiarities and the dynamics at the customer
Peculiarities and the dynamics at the customer organization Maintain
effective resolution of major issues as and when required Liase with the IT
and
Operations resources to ensure all improvement deliverables are met.
Institutionalize quality culture across the organization: -
The incumbent will need to be the quality champion and leader in the
organization
His/her key role will be to inculcate a quality culture and make it a part
of the DNA of the employees and the organization. He will first need to
define a quality vision in keeping with the organization' s business
imperatives.
He will also need to formulate and align a detailed execution roadmap to
bring the vision to reality across the organization
He/she will need to establish quality systems, processes, quality standards,
audits and reviews to ensure process adherence and continuous improvement
objectives are constantly met.
He/She will also drive an aggressive T&C (Training & Certification) program
that will include BQT (Basic Quality Training), Quality Process/
Philosophy training (e.g. Six Sigma) and certification, and TTT(Train the
Trainer).
Implement compliance & Control and feedback Systems:
He will need to establish quality standards and conduct audits and reviews
to ensure process adherence and continuous improvement objectives are being
met.
He will also be the guardian of the "voice of the Customer" (internal and
external) and provide early feedback to the CEO/COO.
This will need to be benchmarked against industry/ Global standards to
achieve
a "best-in-class" culture.
Work credibly with a range of stakeholders:
The incumbent will have to work with and through others, Particularly the
operational leadership, to successfully deliver the quality agenda within
the ISC.He/She will also need to work closely with overseas stakeholders (
and potential internal clients)to both develop and then deliver against a
broad menu of service offerings.
He/She will need to set up best practice sharing forums that transcend
typical organizational barriers and provide real time value to the business
through collaboration and partnering.
Project planning and delivery:
In terms of delivery of process improvement consultancy and services to the
global bank, The head of Quality will need to maintain ownership of delivery
for each 'client'engagement. He/she will need to evaluate projects, define
operating guideline and manage costs . The Head of Quality will also own
ultimate responsibility
for the successful execution of these projects, which may have a dispersed
team of specialists.
Qualifications & Experience:
Around 12 years overall experience with significant functional and
leadership experience in the Quality and Quality consulting domain in large
process oriented customer facing organizations ideally in financial
services/ organizations in BFSI Back office processing (BPO) or alternately
in the manufacturing sector.
Alternatively an experienced operations person with a business leadership
profile from the above mentioned sectors (BPO,ITeS) with a proven track
record in managing and improving business processes as well as quality
training and understanding.
Must have worked in a large multinational company with exposure of working
in a complex matrix organization.
Experience of leading and growing a Quality Consulting business unit, or of
developing and delivering a range of quality- related services to an
internal
or external client-base, would be an added advantage.
Hands-on expertise in 'end-to-end' quality certification process in a large
Call Center/BPO/ITES, Quality Control, Quality Assurance, Statistical
methods and
analysis, Assurance techniques, Metric.
Skills & Knowledge:
Exposure to SIX SIGMA techniques with black belt accreditation preferred.
Exposure to Project Management/ consulting preferably in financial services.
Experience of leading a cross-functional team directly.
International exposure in a services environment and good understanding of
business processes and service charging
Exposure to handling international customers and managing expectations of
internal line managers.
Detailed knowledge of the remote processing business & global experience
preferred.
Kindly mail your confidential CV's to archana.naik@ tsource.org and you could
reach Archana Naik - 9880225551.
With Regards
Archana Naik
Manager,Staffing & BD ( KPO)
T-SOURCE
Telephone: 080- 25633766 (Board)| Mobile: +91-9880225551
