Job Description

1.To govern schedule support in improvement projects across onshore and offshore in aligned account

1. Lead and drive improvement projects specific to aligned account to create value through Six Sigma, LEAN Techniques, Analytics and smart automation
2. Manage metric and should be able to do RCA on deviations
3. Should be well versed in FMEA / 7 QC Tools / Auditing procedures

1. To identify and support improvement projects across aligned accounts
2. Help improvement project leads in framing idea statement, estimate value and support till closure of the improvement projects across aligned to accounts
3. Coordinate with various departments of client and Wipro on implementation of action ideas coming from offshore improvement project leads and take it to closure
4. Responsible for accurate data report outs on improvement projects status across onshore and offshore
5. Should be able to support operations on FMEA, RCA and audits
6. Should be able to conduct audits basis CMS - Common Minimum Standards and ISO 9001

1. Any Graduate / Post Graduate.
2. Six Sigma Blackbelt certified
3. >=2 Years experience in quality or >=7 years in Banking, Financial Services, Insurance or relevant domain experience
4. Should have served at a leadership role (B2 - Equivalent as per Wipro) or above in respective domain
5. Client interaction 
6. Leadership interaction

Mandatory skills

1. Good communication skills.
2. Should have worked on Six Sigma and LEAN Projects to closure
3. Good analytical skills with logical reasoning ability
4. Should have ability to identify root causes on issues related to domain
5. Working knowledge in Minitab / MS Office

Additional Skills

Technical knowledge not limited to RPA assessment, VBA, Power Apps / Automation and Power BI or Tableau are preferred.

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Do

• Track and review the process quality through audits
  • Develop audit plan as per SOP and allocate reviews to the analysts 
  • Monitor to ensure that the audits are being conducted as per plan
  • Review the audit data across the account to review the account performance on quality parameters, identify the error trends 
  • Prepare reports for review for the internal leadership as well as client
  • Identify the best practices and work with the delivery team to deploy for improvement
  • Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits.
• Drive training within the account to ensure process quality is maintained
  • Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap
  • conduct monthly trainings based on the error types identified in the process audits
  • Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates
  • Develop the training reports and share with the key stakeholders including the client twice a week. 
• Support the incoming new process
  • For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required
  • For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process
• Effective Team Management
  • Resourcing
    • Hire adequate and right resources for the team 
  • Talent Management
    • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
    • Build an internal talent pool and ensure their career progression within the organization
    • Manage team attrition 
    • Drive diversity in leadership positions
  • Performance Management
    • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team

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Deliver

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