Senior Manager, Business Excellence Job in Sannam S4

Role summary

As Sannam S4 continues to grow, a relentless focus on customer service, efficiency, discipline and planning ahead of growth is going to be critical for the business achieving its ambitious plans. The role is intended to drive Business Excellence in the Organization. The role demands engaging with various Internal & External stakeholders/partners throughout the globe. Drive improvement and automation of current processes to enhance efficiency, accuracy and control. Role will be responsible for change management, process improvements and the company s Quality management system.

8 - 12 years

Any graduation, B.A, or Any PG

Responsibilities
The role is responsible for working alongside other leaders in the business, identify areas suitable for improvement. To achieve the objective of business excellence by deploying structured techniques (such as Lean, Six Sigma or other relevant techniques)

a)Service Delivery/ Process Improvement:

oDevelop and ensure a standardized, process driven customer centric approach across the organization.
oEstablish standardized processes for selection and identification for vendors (which will be implemented by various work groups)
oMap business processes followed within the organization and identify improvement opportunities
oDrive standardization of processes and practices across the delivery groups and support functions including those of the identified partners/vendors which have an impact on client outputs.
oIdentify inter team linkages which impacts customer satisfaction and take corrective actions.
oFocus on continuously improving business processes, solving problems, and driving change within the organization.
oIdentify root causes of recurring problems, correlate trends to Causes and drive improvements.
oIdentify the number of inefficient work processes in the system that are not adding value to the business which can further be eliminated.
oDrive Ideation and Best practices across the organization.

b)Customer Relationship Management:

oIncrease customer satisfaction by understanding business needs and accurately matching our solutions and offerings to these needs.
oMonitor customer health to track usage and customer satisfaction.

c)Process Compliance:

oEmployees should be covered from a Quality Training Standpoint in the organisation.
oEnsure process compliance of engagements through periodic process audits and follow-up by tracking of audit metrics
oIdentify the quality certifications that will have an impact on the business, and prepare the organisation for the same.
oPrepare & implement Quality Policy, Quality Manual and Standard Operation Procedures (SOPs)
oPartner in creation and standardization of delivery processes for new products/services.

d)Project and Change Management

Bringing to bear professional expertise in project management to ensure change is delivered in a controlled manner.
Championing a continuous improvement mind set and, over time, identify train and support continuous improvement champions embedded within all functions / departments in the business (to act as a catalyst to identify and support change activity).
Support operational managers in implementing improvements (and working closely with the Technology team in those aspects that involve automation).

Stakeholder Engagement, Process Management, Change Management, ISO, business excellence, Service Delivery, Total Quality Management (TQM), Certified Lean Leader, Six Sigma, Continuous Process Improvement,

Minimum required qualifications
Graduate or PG in Statistics, economics, Engineering or management.
Preferably Six Sigma Black Belt

Work Experience
8 years of experience in operations /client services delivery / process and performance improvement;
Some background in ISO would be good to have;
Formal project management training and experience;
High degree of drive and motivation to ensure delivery of objectives in a timely, efficient and effective manner;
Ideally, experience at working in a professional services environment.

Desired/Preferred Skills

With a strong track record of professionalism and support for our clients, Sannam S4 has built its business on individuals who bring value and experience to the business and its clients and the accountability that a medium sized business requires. Below are the desired and preferred skills and competencies for this position:

Excellent ability to communicate effectively in English (verbal and written communications);
Experience in a similar knowledge intensive industry (Consulting / IT /KPO);
Ability to work in target-oriented environment and under pressure.
Resourceful and outgoing;
Highly innovative;
Highly attentive to detail;
Driven by a desire to make improvements;
Demonstrates personal integrity;
Good level of self-efficacy as relates to problem-solving and client service delivery.