职位描述：
reports to (job title): gsc center bpo head
job purpose:
improve quality and efficiency for a set of service line/services
drive business improvement projects and strategic projects
improve transactional quality and implement internal audit procedures
responsible for business continuity management
accountabilities:
business improvement projects :
ensures process excellence and performance improvements through structured and logical approach in a captive bpo environment
ensures alignment and management of dmaic project portfolio and local initiatives in collaboration with local site team
lead the implementation of first choice and act as a mentor for dmaic and lean initiatives
ensure successful completion and tracking of strategic global improvement initiatives
can achieve tangible financial target of euro x through process efficiency improvement
lead and drive the achievement of performance improvements across the organization
act as a change agent and have logical and analytical ability
self-motivating and able to work independently business improvement specialist
strategic projects & bcm :
able to run strategic initiative with alignment with all stake holders
participate and instrumental in deploying strategic projects
manage business continuity management as per defined norms. support on bcms iso 22301 certification
internal audit framework:
ensure data accuracy in different reporting framework across all centers. focus on quality & continuous improvement in internal & external reporting
continuous check on the compliance of global framework across all centers. focus on standardization of global framework
publish outcome of the internal audit to global smt team
manage a team of auditors if needed.
time & motion study and value stream mapping
identify process steps for conducting time & motion study
monitor the time & motion study for identified processes
perform analysis on time & motion study & derive real time apt & calculate fte estimation
can conduct value stream mapping and related actions
stakeholder / performance management :
able to collaborate with operations team from agent level to center head level for improvement and implementation
ensure the customer survey results are acted upon in cooperation with the different operations and customer facing team
finance & projects
approves all tasks to be done by gsc bpo process excellence team
people management
recruits and develops the members of the bpo process excellence team, keeps them motivated and monitors their task assignments
approves key personnel decisions for the function with the support of gsc center bpo head
generates commitment, motivation and enthusiasm to the company
evaluates performance and proposes performance-based compensation for direct reports
requirements
understanding of financial services including o2c, p2p and r2r (preferred)
at least 5 - 7 year(s) of working experience in the related field
service mind set to provide high quality consulting to internal clients / business functions
at least 5-7 year(s) of working experience in the related field is required for this position.
stakeholder management
team management
communication / negotiation skills
data management
education
bachelor’s degree
qualification
six sigma green belt - (preferred)
proficiency in ms office mandatory
strong leadership
strong communication skills
solid change management skills
strong analytical and problem solving skills
language requirements
language: english level: excellent