Manager - Business Excellence

JOB PURPOSE

To develop a process-oriented culture and drive Business Excellence initiatives across the SSC organization various best practices, Employee Engagement activities and VOC studies. Train and develop teams across the business and in respective functions to design, manage and improve processes towards creating SSC, a Centre of Excellence entity. Drive operational excellence initiatives including Continuous Improvement Projects, 5S, Kaizens and Lean projects. Capture, share and adopt best practices from within and from across leading organizations and enable best suited Partners to engage SSC excellence journey. 

ORGANISATION CHART

KEY ACCOUNTABILITIES

Accountabilities    Key Performance Indicators
Operations: 
    To study “As Is Process” & carry out Process Improvement Projects by applying Six Sigma, Value Stream Mapping & other Lean techniques. 
    To understand the current gap areas, pain points and apply Lean Methodologies eliminate Waste, reduce NVA.
    Act as “Single Source of Truth” to publish and monitor SSC performance dashboard against agreed SLA/ KPIs defined.
    Conceptualize and implement continuous improvement culture building initiatives and partner with Service delivery leads to drive OFM visualization.
    Coordinate and anchor action plan to progress towards achieving best-in-class status.
    Collaborate with teams to identify initiatives that qualify for Group-Level CIP and ensure successful participation.    
    Process Improvement Projects identified Vs. Closed
    Adherence to circulation of SSC Performance dashboard
    KPIs operating within target SLA

    CIP nominations and Awards received

Certifications 
    Sustain ISO 9001 certification program and plan to add functions.
    Anchor and drive SSC Process Certification program and coordinate with L&D for deployment.
    Drive BE initiatives like adoption of GBEM Framework, CIPs, Idea Factory, 5S and Kaizens.    
    Plan v/s Actual
People Management 
    Hiring and Resource planning along with optimizing the resource utilization by identifying areas of efficiency.
    Continuous monitoring & management of key stakeholders.
    Roll-out SSC Customer Satisfaction survey, analyze areas of Improvement and propose sustenance methodologies.    
    Employee Progression rate 
    Employee attrition Rate 
    Average team satisfaction survey score
    Score of SSC
Adhoc requirements 
    Identify key industry, academia and knowledge management forums for participation and membership.
    Train internal staff in terms of Lean Methodologies viz. Six Sigma, Quality Tools    
    No. of Corporate participation in the current period
    Effectiveness of Trainings
 

EXTERNAL INTERACTIONS

INTERNAL INTERACTIONS

FINANCIAL DIMENSIONS

• Budget Vs Actual spend

Cost savings/ Revenue generation from simplified processes

OTHER DIMENSIONS

EDUCATION QUALIFICATIONS

• Bachelor’s Degree with Dip / MBA in Total Quality Management
• Lean / Six Sigma Black Belt from reputed institute

Exposure to Process improvement programs like Six Sigma/ TQM/ / Process Classification Frameworks like APQC

RELEVANT EXPERIENCE

• 8-12 Years
• Functional experience in Finance & Accounts/ Procurement / HR Operations would be preferred
• Good exposure in Management System viz. ISO 9001, Six Sigma, 5S, Kaizen, Juran Methodology, Process Mapping and Management System Training
• Exposure to service industries preferable
• Knowledge about process mapping tools like MS-Visio and statistical software like MINITAB will be good
• Should independently manage process management as a project/ or being part an operational ecosystem with responsibility managing processes end to end ensuring org. success.
• MS - Office collaboration skills

Persons having used Business Excellence Frameworks to Drive organizational transformation

COMPETENCIES