07-05-2012 | EXPIRA LA 06-06-2012
Job expirat
The AVP-PE (Quality and Process Excellence) is responsible for driving performance and operational excellence through improvement and innovation methods while ensuring quality assurance for client processes.
Responsibilities:
§ Develop process improvement strategy aligned to key clients’ strategic priorities
§ Support in EXL strategic priorities for driving value capture for EXL
§ Build a strong team to strategize and execute process improvements
§ Build employee engagement / development programs in line with functional and business vertical plans
§ Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program
§ Support in building best practice compendium on key business situations / problems
§ Support in developing QPE capabilities for business development and support in solutioning for key prospects
§ Support in building diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts
§ Build and implement strong people engagement retention initiatives
§ Identify and develop strong project lean six sigma mentors (including identifying and selecting talent within operations)
§ Develop cost and compliance effective quality model to meet client onshore / offshore requirements
§ Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)
§ Ensure Staff engagement / development programs in line with functional requirements (e.g., QC induction, certification, etc)
University Graduate in any stream
Post graduation preferred
Six Sigma Black Belt Certified from recognized institute
Six Sigma Master Black Belt Certified from recognized institute
Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
Proficient with Minitab software
Proficient with MS-VISIO for flowcharting/process mapping software
Knowledge of industry domain being aligned to (example, Insurance, Banking & Financial Services, Utilities, etc)
Knowledge of quality systems (ISO, COPC)
Working knowledge of Transaction Monitoring (QA and QC)
Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
Knowledge of quality assurance, process improvements, domain, etc
Consulting mindset
Leadership skills:
Strategic focus and strong business acumen
Demonstrates a global mindset
Demonstrates an intellectually agile and analytical approach and thought process
Is a brand ambassador
General:
Conformance to policies / compliances with auditing skills and eye for details
Ability to coach and give feedback on an ongoing basis.
Interviewing skills
Strong written and verbal communication Skills.
· Project management skills and ability to lead in a continually challenging environment
Minimum 10 years of total work experience
Must have 4-5 years of direct experience with demonstrated success and financial results
6-7 years business/operations experience with at least 4-5 years of relevant experience in BPO / ITES industry
Leading six sigma transactional & manufacturing projects
Technical mastery of six sigma tools and methodologies including DMAIC, DFSS and Lean
Coaching through project completion; Must have mentored at least 15 – 20 GB / BB projects
Demonstrated experience in creation of effective measures and project execution
· Experience in Lean Six Sigma course development – develops/improves training material
EXL Service (NASDAQ: EXLS) is a leading provider of outsourcing and transformation services. EXL's outsourcing services include a full spectrum of business process outsourcing services from offshore delivery centers requiring ongoing process management skills. Transformation services enable continuous improvement of client processes by bringing together EXL's capabilities in decision analytics, risk and financial management and operations and process excellence services. Headquartered in New York, EXL primarily serves the needs of Global 1000 companies in the insurance, utilities, banking and financial services, transportation and logistics, and travel sectors. Find additional information about EXL at www.exlservice.com.
