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Job type full-time
Full job description
Job description- general manager- process excellence
The team ( coe : center of excellence) will be focussed to establish operational excellence at swiggy contact center management in order to continuously improve cc processes to make them more efficient, customer centric, reliable and cost effectiveThe team will directly lead efforts to establish and sustain a mindset and culture of operational excellence (oe) and continuous improvement (ci) across swiggy contact centerThe core team (coe) will devise strategies and tactics for effective deployment of oe/ci approaches, methodologies, tools and training to assure long-term sustainable improvement and growth thereby improving the flow of value and its delivery to the customerThe team will be one of the most important enablers to achieve the long term vision of making “ world class swiggy contact center.
Roles and responsibilities:
1Strategy & planning
Work closely with leadership team to devise short and long term opex strategy
Build strategic roadmap in alignment with overall cc and cx strategy to ensure robust oe & ci culture deployment for sustained and long term business benefits.
Develops plans for initiatives based on oe strategic roadmap and timely deployment.
Ensure alignment with corporate and business expectations on ci targets.
2Program management
Design and drive process improvement projects in collaboration with cc team
Collaborates with cc leadership to ensure oe programs/projects deliver intended business and customer value.
Conduct toll gate review of projects and ensure successful and on time completion of projects
Program manage all product development initiatives for cc in collaboration with cc, tech and product team.
Plans and schedules project team member assignments and meetings; designs and facilitates productive team meetings; and manages project activities outside of team meetings.
Creates motivated and high-involvement project teams by using active listening skills, stimulating innovation, and providing clear direction and performance rewards/ recognition.
3Leadership
Exhibits sense of urgency and champions change that pushes for continuous improvement across cc and partner end resulting into efficiency improvement, sustained quality, great customer experience and lower operating cost.
Lead, coach and mentor project teams and other ci initiatives without reporting authority and bring in business benefits.
Exercises advanced technical competency in ci tools, underlying principles and methodology to improve in-house and partner processes.
4Governance
Develops and promotes standard oe approach and oe/ci toolbox, utilizing multiple methodologies (e.gShingo, lean, six sigma, kaizen etc.) and related tools as appropriate in an integrated toolbox approach.
Develops standard process for engaging oe/ci resources in support of operations and support functions.
Kra alignment of cc managers and supervisors to promote and deploy deep rooted oe/ci culture.
Deploy rnr mechanism to motivate people in participating ci culture.
Devise and implement frameworks to assess partner quality management systems in order to achieve better efficiency and customer experience.
Collaborate with cc leadership to ensure layered kpi deployment and strategy deployment.
Mentoring six sigma gb/bb projects for timely and successful closure of the projects.
Conduct periodic reviews of ci initiatives along with operations head to ensure employee engagement.
5People development
Design specific training and development plan and ensure people certification in lean six sigma courses.
Providing lss gb and bb training and certification of employees and improve problem solving skill of employees.
Implement best in class knowledge management systems and drive standardization across cc operations.
6Data analytics
Work with data analytics function in business unit to assure that common definitions and usage of kpis and other select metrics are being built into the “oe culture”.
Collaborates as needed on initiatives arising from an ongoing analysis of metrics and key performance indicators.
Collaborate with cc leadership to ensure layered kpi deployment and strategy deployment.
7Build continuous improvement culture
Deploy various initiatives of “hoshin-kanri” to deploy continuous improvement culture.
Design and implement awareness programs, campaigns and rnr modules to motivate people in participation in ci initiatives.
Profile of desired candidate:
Must be master black belt from a reputed certifying body/organization (e.gAsq or equivalent) with excellent command in lean/six sigma methodology
Minimum of 10years of relevant experience
Must have excellent analytical, presentation & communication skill
Should be a self-starter
Experience in training delivery (green belt/black belt/lean training)
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Posted 2 days ago
