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Senior Service Manager

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You will be a Senior Service Manager helping business partners enhance operational performance through continuous improvement initiatives. Responsibilities include leading Lean/Six Sigma projects, providing analytics support, driving innovation, and delivering process improvement trainings.

Job description 

Senior Service Manager( Certified Black Belt- Business Excellence(Quality)

 

The Ops & Quality Sr. Service Manager supports aligned BU business partners in effectively managing and improving operational performance & in meeting their productivity goals through a culture of continuous improvement.

 High Level Responsibility area

  • Facilitates / Leads improvement projects based on Lean / Six Sigma methodology.
  • Provides analytics support to Business Leaders both onshore and offshore.
  •  Drives a continuous improvement culture
  • Manages the innovation/ idea generation platform “MERCURI”
  • Facilitates Process Improvement trainings
  • Supports the business with Quality/Operational excellence initiatives.

Responsibilities:

  • Understand business processes , analyze data trends and share recommendations with stakeholders
  • Showcase / share skill set & Quality service offerings with stake holders
  • Analyze data on key client operational metrics to understand opportunity for improvement
  • Learn and understand the domain / business to help define process metrics
  • Map processes to identify non-core activities and suggest alternatives and thus help remove waste
  • Facilitate / lead brainstorming sessions in a structured problem solving approach to identify improvement areas, support in measuring improvements and quantification of savings
  • Actively listen and understand stakeholder expectations and requirements to support them in meeting their business objectives
  • Be flexible to changes & continuously evaluate to adapt to the culture of the organization
  • Understand and own development needs in consultation with the manager and work to achieve development goals
  • Liaison with North America Ops & quality counterparts and other stakeholders to drive collaboration and team work
  • Deliver Lean trainings for Band 3-5 colleagues
  • Deliver need based trainings on Problem solving , Quality concepts & tools
  • Mentors colleagues within the Business Unit on client knowledge / Process knowledge / Tools knowledge
  • Identify Failure modes and help in establishing process controls
  • Design and develop metrics for accurate measurement of work performance
  • Baseline metrics and monitor performance
  • Provide advance data Analytics as per Business Unit / Process requirements
  • Identity opportunities for capacity creation
  • Facilitate / lead capacity creating projects in alignment with the productivity goals of stakeholders
  • Support business to create year on year efficiencies
  • Support transition of new processes, Map processes, create metrics, and consult the business on setup and design of Quality Assurance processes
  • Use Six Sigma and Lean tools as required
  • Facilitate / Lead projects on Quality and operational excellence using Six Sigma /  Lean / Project Management methodologies
  • Develop project roadmaps for assigned projects with minimal or no mentoring support
  • Acts as a program manager for BU specific or division level programs

Education:

  • Graduate in any stream
  • Black belt certified

 

Required Experience

  • 8+ years of work experience
  • Total work experience of 5 years or more (after Graduation in any discipline)
  • Relevant / industry work experience of 5 years or more
  • Maximum experience should not exceed 10 years.
  • Hands on experience of mentoring and doing Green Belt /Black Belt Six Sigma Project
  • Experienced in managing multiple project teams simultaneously

 

Preferred Experience:

 

  • Training and Facilitation Skills and experience
  • Excellent oral, written, cross functional and interpersonal communication skills.
  • Learning ability with customer orientation and a keen eye for process improvement
  • Exposure to COPC, ISO, TQM, Project Management and other Quality methodologies/systems
  • Knowledge of Minitab
  • Knowledge of Access
  • Good knowledge of MS Excel , Power Point and MS Visio

 


Qualifications:

 

Graduate 

TPMO -Quality

Set alert for similar jobsSenior Service Manager role in Gurgaon, India
Wipro Logo

Company

Wipro

Job Posted

8 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

8-12 Years

Category

Software Engineering

Locations

Gurgaon, Haryana, India

Qualification

Bachelor or Master

Applicants

Be an early applicant

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