Manager - Process Excellence

  • Mumbai
  • 10-15 lakh
  • 3-6 years
  • 01 Apr 2015

  • Quality Control - Product/ Process, Operations

  • BPO/ ITES/ Call Centers
Job Description



Responsible for leading the quality department: six sigma projects, reducing process gaps, process re-engineering and process quality

Facilitate the following initiatives:

Certifications (COCP etc.)
Quality Improvement Programs (Six Sigma etc.)
Program Quality (drawn from client contracts & SLAs)

Lead and facilitate cross-functional teams in achieving continuous improvement objectives on major business projects through the use of six-sigma methodology

Assist teams in process capability improvement studies and cost reduction projects

Ensure regular audit and validation to ensure systems are being followed, suggest improvisations wherever necessary

Information Security:

General Security Responsibilities:

Adhering to Information Security Policies and Procedures of SGS

Ensuring compliance to Information Security Policies and Procedures

Specific Security Responsibilities:

Ensure reportees (if any) comply with the security policy and procedure of SGS

Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

Ensure the audit non-compliances are fixed within the stipulated timelines.

Protect information entrusted to you.

Follow the information labeling and handling procedures based on the classification level of the asset.

Follow the Clear Screen and Clear Desk Policy.

Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

Comply with the Non Disclosure Agreement


Monitor performance of the PI SPOCs to ensure accuracy and timeliness of delivery

Help and assist COPC team leaders in achieving the department objectives and track their performance.

Responsible for Six Sigma training of new joinees

Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training

Build effective vertical and horizontal communication channels

To be a role-model for the Team in terms of performance/ behavior/ attitude

Formulate long term plans for the development and motivation of the team

Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.

Offer cordial work environment and cohesive work relationship to the reportees to facilitate performance.

Coach and mentor sub-ordinates by involving them in decision making process.



Bachelors degree in any discipline.

Must posses a Black Belt certification in Six Sigma methodology.

Awareness or Attendance in Certificate Courses in COPC and other quality initiatives would be an advantage


3-4 year of prior experience of working in Quality initiatives.

Must have at least 12 months of six sigma project experience.


BPO, ITES. Should have knowledge of Indian BPO Scenario Experience in dealing with multi-location assignments. Prior experience with BPO industry preferred.


Should be conversant in Six Sigma concepts, tools, techniques, usage of Statistical Quality Control techniques. Adept at communicating across business and cultural barriers to ensure customer satisfaction.


Business Acumen - Is passionate about maximizing his area of operation's contribution to the business profitability and growth. Does not lose sight of the commercial impact of actions.

Customer Focus - Delivers a customer-centric culture in the organization. Proactively anticipates and provides holistic solutions to delight customers. Responds to customer expectations and improves customer satisfaction indices (CSI) better than the market.

Coaching and Mentoring - Believes that each individual has unique strengths and talents. Believes that people can develop their capabilities. Personally invests time in coaching and mentoring to develop his people. Provides constructive feedback.

Decision-making - Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions Demonstrates objectivity and high quality in decision-making.

Strategic Perspective - Plans departmental/operational strategy to achieve annual targets. Understands the work of other functions. Aligns his recommendations to functional strategy.

Learnability - Proactively seeks opportunities to learn on a continuous basis. Seeks new challenging experiences. Quickly attains mastery even in unrelated areas. Utilizes learning for improving performance.

Ownership and Accountability for Results - Demonstrates ownership for goals. Drives himself and others to achieve desired results. Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.

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