Functional Leader

PeopleStrong HR Services Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 12-17 years
  • Views
  • 02 May 2018

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

The incumbent will be involved in: The development, promotion, continuous management, and review of a culture of business excellence based on the outcome of customer excellence. To optimise the use of appropriate technical and business excellence tools and maintain and pursue technology developments which improve business and support the achievement of corporate objectives. To develop continuous improvement strategies to optimise business performance Develop and produce monthly, quarterly and annual performance indicators of Operations team in accordance with the client requirements Develop a better understanding of our customer base and promote the use of customer profiling data to improve service delivery, better outcomes for customers, and business performance across the organisation. Ensure improvement plans focus on outcomes rather than outputs and ensure all performance criteria is SMART and reflective of positive outcomes on the customer as the main driver. Analyse complex data and interpret trends in respect of performance indicators and communicate this information in a simpler format to Management Team, Managers and operational staff. Work with operational managers and staff to identify problems, review procedures, improve efficiency and quality of service provision and identify appropriate monitoring and auditing mechanisms. Manage the internal audit programme, including the production of reports and management responses, and ensuring appropriate monitoring mechanisms are in place for the implementation of recommendations across the Group. Managing Process Quality team and supporting Operations Creating and managing Quality framework for HRO projects of different verticals like HRSSC, RSSC, Payroll and Compliance Understand customer issues, concerns and priority areas; integration of the same in the Quality Framework Operational team management focus i.e. challenges, gaps, priorities and support areas as required by Operations to be focused upon by Process Quality Understand the needs of customer management using tools log, issue log etc. Technology usage for improving efficiency Execute quality awareness programs at Operation floor level via checks on client speak, governance. Lead Quality initiatives and mentor Quality team members Carry out risk assessment activities Identification and prioritization of process improvement areas and working on them using Six Sigma / Lean Methodology. Undertake projects / process improvements initiatives Reporting to: Chief Quality Officer Job Location: Gurgaon Role Requirement: Education, Experience, Knowledge (CTQs) Graduate from a recognized University in India. Minimum 12+ years experience in field of Quality and possesses HR know-how Must have led Process Quality team Knowledge, Skills and Abilities: Progressive experience in professional service industry People Management; Prior experience demonstrating effective management skills Analytical and result oriented Six Sigma orientation and Black Belt is must Experience and exposure to certification


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