Process Excellence Consultant

• Drive reporting, insights, analytics and continuous improvement across multiple clients and locations.
• Own business / operational metrics for operations shop, be gatekeeper of metrics.
• Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].
• Drive large Process Transformation initiatives leveraging Six Sigma, Lean and vba automation capabilities.
• Drive digital dashboards using tools like PowerBI / Tableau etc., to enhance insights and analytics
• Drive continuous improvement projects to improve process performance and / or generate QNS.
• Facilitate sharing of best practices from within and outside the organization and implement them.
• Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.
• Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.
• Create and manage performance dashboards which depict business and ops metrics clearly.
• Can conceptualize and implement Statistical Process Control (SPC) principles in the process.
• Open to stretch if needed to meet team and organizational goals.

Graduate, Six sigma Black Belt certified