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.

• 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

• Graduate in any stream
• Black belt certified

• 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

• 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