Process Lead

职位号: 14741
地点: Mumbai, Maharashtra

总览及职责

This role would lead strategic and tactical initiatives related to continuous improvement and service excellence for the global solveIT team. This role would own the setup of service excellence metrics, driving CI culture using innovative techniques and building process improvement capabilities within the team.

The role will identify CI opportunities through analysis of process, technology and automation, and liaise with the required teams to ensure ideas are captured and implemented.

15% of Time Support

solveIT managers in executing the service excellence strategy and framework
Assist with prioritization of process improvement opportunities and ensuring clear ownership and delivery of improvements

20 % of Time

Deep dive into current business practices and processes to identify improvement opportunities
Lead/drive improvement initiatives such as automation projects, business process re-engineering through Lean/Six Sigma methodology

10 %of Time

Collaborate with global stakeholders for implementing initiatives that drive value

15% of Time

Track, approve & report cost savings post implementation of improvement initiatives
Develop and execute communication plans with required stakeholders
Create presentations for global audiences on developments in the areas of solveIT and new initiatives

20% of Time Advance

CI culture across the solveIT team using innovative techniques and tools
Train employees on CI fundamentals & methods to identify and implement process improvement initiatives

20% Of Time

Transformation projects:
a. Work collaboratively with global teams (business and technical) to develop and implement ideas that drive business value or reduce costs.
b. Focus on Projects [Technical / Process] to drive value, reduce cost and increase efficiency
c. Lead initiatives to standardize site metrics, develop action plans to improve service excellence and customer satisfaction
d. Help teams in setting up and standardize operational, service owner and business outcome metrics

资格

Minimum Degree Requirements: Bachelors
Preferred Degree Requirements: Bachelors
Preferred Major Area of Study: Service Desk Operations / Quantitative Background
Required Professional Certifications: ITIL, Six Sigma Green Belt
Preferred Professional Certifications: PMP
Minimum years of related experience required: 8
Preferred years of related experience: 10

Specific Job Experience or Skills Needed

• Technical Skills:
o Proficiency in MS Excel, Word, PowerPoint, Visio and Minitab
o Experience in SharePoint
o Basic Project management principles
o Detailed knowledge of Service Desk Operations

• Soft Skills:
o Good Verbal & Written Communication
o Analytical thinking
o Interpersonal skills – ability to communicate effectively across all levels & in multi-culture environment
o Ability to influence
o Problem-solving mindset
o Ability to prioritize & manage time

• Certified on and hands-on with continuous improvement tools, including Six Sigma and statistical process control; knowledgeable of best-in-class industry benchmarks for service performance management
• Demonstrated experience in Project Management (Medium and Large projects)

Competencies/Behaviors required for job

• Ability to navigate in ambiguous situations/scenarios
• Ability to work in collaborative environment
• Experience with industry ‘best practices’ and ‘certifications’
• Strong influencing skills
• Learning agility
• Demonstrated flexibility
• Assertive

总览及职责

This role would lead strategic and tactical initiatives related to continuous improvement and service excellence for the global solveIT team. This role would own the setup of service excellence metrics, driving CI culture using innovative techniques and building process improvement capabilities within the team.

The role will identify CI opportunities through analysis of process, technology and automation, and liaise with the required teams to ensure ideas are captured and implemented.

15% of Time Support

solveIT managers in executing the service excellence strategy and framework
Assist with prioritization of process improvement opportunities and ensuring clear ownership and delivery of improvements

20 % of Time

Deep dive into current business practices and processes to identify improvement opportunities
Lead/drive improvement initiatives such as automation projects, business process re-engineering through Lean/Six Sigma methodology

10 %of Time

Collaborate with global stakeholders for implementing initiatives that drive value

15% of Time

Track, approve & report cost savings post implementation of improvement initiatives
Develop and execute communication plans with required stakeholders
Create presentations for global audiences on developments in the areas of solveIT and new initiatives

20% of Time Advance

CI culture across the solveIT team using innovative techniques and tools
Train employees on CI fundamentals & methods to identify and implement process improvement initiatives

20% Of Time

Transformation projects:
a. Work collaboratively with global teams (business and technical) to develop and implement ideas that drive business value or reduce costs.
b. Focus on Projects [Technical / Process] to drive value, reduce cost and increase efficiency
c. Lead initiatives to standardize site metrics, develop action plans to improve service excellence and customer satisfaction
d. Help teams in setting up and standardize operational, service owner and business outcome metrics

资格

Minimum Degree Requirements: Bachelors
Preferred Degree Requirements: Bachelors
Preferred Major Area of Study: Service Desk Operations / Quantitative Background
Required Professional Certifications: ITIL, Six Sigma Green Belt
Preferred Professional Certifications: PMP
Minimum years of related experience required: 8
Preferred years of related experience: 10

Specific Job Experience or Skills Needed

• Technical Skills:
o Proficiency in MS Excel, Word, PowerPoint, Visio and Minitab
o Experience in SharePoint
o Basic Project management principles
o Detailed knowledge of Service Desk Operations

• Soft Skills:
o Good Verbal & Written Communication
o Analytical thinking
o Interpersonal skills – ability to communicate effectively across all levels & in multi-culture environment
o Ability to influence
o Problem-solving mindset
o Ability to prioritize & manage time

• Certified on and hands-on with continuous improvement tools, including Six Sigma and statistical process control; knowledgeable of best-in-class industry benchmarks for service performance management
• Demonstrated experience in Project Management (Medium and Large projects)

Competencies/Behaviors required for job

• Ability to navigate in ambiguous situations/scenarios
• Ability to work in collaborative environment
• Experience with industry ‘best practices’ and ‘certifications’
• Strong influencing skills
• Learning agility
• Demonstrated flexibility
• Assertive

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