Job Summary

Locations:

Cochin / Kochi / Ernakulam

Experience:

5 – 9 years

Keywords / Skills :

Quality Assurance, six sigma, Quality Analyst, Service Delivery

Function:

• Customer Service/ Call Centre/ BPO
• Banking, Insurance & Financial Services

Role:

• Manager – Service Delivery
• Quality Assurance – Manager

Industry:

• Banking/ Financial Services
• ITES/BPO

Summary:

To drive for various process improvement initiatives across UAE Exchangeâ€™s various processes by identifying various process measurement needs, implementing the measurement criteria, tools and techniques across the board .

Posted On:

24th Feb 2016

Position Assistant Manager – Process Excellence

Reports to: Associate Manager- Process Excellence

Department: Process Excellence & Quality Initiatives

Process Excellence

1. Instate and ensure the agreed projects objectives for the various process improvement initiatives.

2. Report, develop and implement new procedures/Tools to ensure enhanced and effective operational efficiency

3. Monitor overall process performance by gathering relevant data and produce statistical reports. Identify process gaps and appropriate fixture needs and ensure the timely implementation of CAPA.

4. Identify opportunities to share/adopt process standardization and best practices across the board

5. Organize and support quality assurance function in close co-operation with onshore Stakeholders and with Delivery Units

6. Analyse measurement mechanisms, audit and survey reports, identify gaps and suggest process improvements.

7. Coach and train the operations leadership on various calibration checkpoints, and nurture a well-co-ordinated, data driven decision making culture.

8. Engage in various transformational trainings and mentor operations team leadership on quality concepts

9. Guide the Operations leadership to develop and maintain various statistical analysis tools and techniques.

10. Contribute ideas/opinions to the team and listen/respond to Deliver Units views

11. Use technology to continually learn, share knowledge with team members, and enhance service delivery

12. Work with the service lines to ensure key objectives and initiatives are reflected in communication plans and activities

13. A strong team player who is comfortable working collaboratively and directionally as required

Management Support

1. Own and drive various Shared Services transformation programs initiatives and actively contribute to corresponding project management drives across the organization.

2. Develop, support and standardize appropriate communication channels as well as develop organization wide communications mechanisms like corporate messages, bulletins, blogs, correspondences etc during the transformation journey.

3. Develop and maintain integrated reporting mechanisms to track progress of organizational goals throughout the year.

Quality Assurancesix sigmaQuality AnalystService Delivery

UAE Exchange is a leading global money transfer and foreign exchange brand trusted by millions of customers and partners, across the world. We are a people’s brand, known for our quality and customer-centric approach. With over 32 years in the industry, our consistent world class service has earned the trust of over 6 million customers, worldwide. With more than 700 direct offices in 30 countries across five continents, we are the only brand in the segment to own a global network of this magnitude

For any queries contact – 0484 – 2371555, [HIDDEN TEXT]

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Asst Manager Quality and Process Excellence (Six Sigma)

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Asst Manager Quality and Process Excellence (Six Sigma) Thursday, 25 February 2016 No Comment