Deputy Group Manager - Quality & Continuous Improvement

Deputy Group Manager - Quality & Continuous Improvement

Deputy Group Manager - Quality & Continuous Improvement

Deputy Group Manager - Quality & Continuous Improvement

IBM India Pvt. Limited 4.0(6591 reviews)

 12 - 15 yrs


Job Description


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  • IBM India since 1992 provides solutions and services spanning all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others.

    As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in significant circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, distinguishes IBM India from other companies in the industry.

    Business Unit Introduction :
    Our Globally integrated IBM Cognitive Process Services (CPS) team provides offshore, nearshore and onshore solutions to Client delivery service requirements across industries and geographies.

    - With various streams under F&A (Finance and Administration) we excel in Record to Report (R2R), Procure to Pay (P2P), Order to Cash O2C) along with Financial Planning and Analysis (FP&A), Recruitment Process Outsourcing HR/learnings and Integrated Source to Pay Operations for our Clients.

    Function Introduction :
    - We are Continuous Improvement (CI) and Delivery Excellence team supporting IBM CPS business globally. The primary objective of the CI & DE team is to work with delivery team and to drive continuous improvement and Transformation agenda build for clients based on client and IBM priorities.

    - Some of the key deliverables for the team is to reduce cost of operations by driving productivity improvement projects, projects to improve performance on other business outcome metrics, build lean Six Sigma DNA through conducting training, mentoring and certifying lean, YB and GB projects.

    - CI & DE team is also responsible for other initiatives like supporting new transitions to ensure performance management framework is created and operational, Visual Management on the floor, process operational risks assessment of critical processes by conducting FMEA or other process risks assessments and also, propose required controls.

    Role Description :
    - As a Quality and Continuous Improvement (CI)Lead, the person would be aligned to an account or cluster of accounts

    - Work with delivery team, rest of CI / Automation team and client to build and drive Transformation agenda for that client involving cluster of projects driving cost of operations and other business outcomes through E2E process re-engineering / automation

    - Build lean Six Sigma DNA by conducting lean / six sigma training, mentoring and certifying lean, YB and GB projects

    - Support new transitions from Quality to implement Business Process Management System (BPMS) to ensure process performance measurement framework is created and operational

    - Implement internal Quality Control Management Framework with the help of Quality Auditors and Quality Focal. Responsibilities include daily auditing of transactions as per the agreed approach with client, conducting RCA, identifying and implementing CAPAs to ensure Quality scores are with in SLA target

    - Effective Visual Management on the floor

    - Process operational risks assessment of critical processes by conducting FMEA or other process risks assessments and also, propose required controls

    - Any short / medium term project or initiative(s) linked to business priorities

    Required Professional and Technical Expertise :
    - Minimum 10-12 Years of relevant work experience in below mentioned areas

    - Certified lean / Six Sigma Black Belt / Master Black belt from recognized organization / Institute

    - Proficient to build and lead Transformation Roadmap involving different type of projects - process related, Tech / automation, Target operating model etc.

    - Expertise in identification of improvement opportunities by conducting E2E Value Stream Mapping (VSM) workshops involving cross-functional teams

    - Working knowledge of Lean and six sigma and application of the same in F&A processes

    - Ability to work with cross functional teams

    - In-depth experience of managing change management on his/ her own without much support

    - Proven expertise of various RPA solutions available in the market, handling of RPA / Desktop automation assessments and implementing E2E solutions

    - Proficient in conducting Lean and Six Sigma training to operations team along with coaching / mentoring lean, YB and GB projects

    - Innovative Visual Management on the floor

    - Proven client facing and presentation skill

    Preferred Professional and Technical Expertise :

    - Finance and Accounts background and knowledge of P2P /R2R /O2C

    - Working directly with executive level leaders

    - Solid analytical and problem-solving skills

    - Proven Interpersonal Skills

    - Business knowledge / acumen and quickly able to learn new things

    - Demonstrated ability in priority setting, initiative, and follow-through

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Salary: Not Disclosed by Recruiter

Industry:Accounting, Finance

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Senior Management

Role:Head/VP/GM-Quality Assurance & Quality Control

Employment Type:Full Time, Permanent

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