Service Excellence Assistant Director
Service Excellence Assistant Director
Aabhash
Jul 6, 2019
2476
0
Service Excellence Assistant Director
3 - 5 yrs
Job Description
- Job purpose
The incumbent will be responsible to support SE Vitality initiatives working with the SE leadership team , SE operations and other relevant stakeholders to establish and enhance SE brand. The need is to have a person with background in strategic quality initiatives driving Lean transformation , process standardization and improvement with good stakeholder & change management skills.
Responsibilities:
Define SE training and certification criteria
Develop and manage training content , TTT process
Define SE policies and processes (e.g. project approach & rigor , customer feedback etc.)
Review compliance towards the SE processes
Defining , mapping and developing of SE competencies , career roadmap
Create framework and processes around Knowledge sharing & management
Identify the scope of industry interaction related to SE service offerings and facilitate participation in relevant seminars , conferences and symposiums
Create business case and Manage membership to related industry bodies , institutes
Conceptualize and manage Quality events , internal project showcasing and recognition to best projects
Update , create and manage contents related to intranet , communication , Brochure , social media , blogs etc.
Competencies and skill set:
Lean Six Sigma Black Belt with strong understanding of Lean concepts , process standardization and improvement
Experience in training content development and understanding of Instructional Design concepts
Thorough understanding of Quality concepts around QC , QA and BPI
Good command on MS Office tools (Power point , Word , Visio , Excel)
Excellent communication and interpersonal skills required
Should have good planning and time management skills
Good stakeholder management and change management skills
Ability to work with multiple stakeholders at different levels
Above average skills in coordinating and collaboration skills
High energy and self - starter
Experience and Qualification:
Any graduate post graduate qualification from University of good repute , preferably BE / MBA / CA / MCA
10 years of overall experience with at least 3 years of relevant experience
Project management experience
Position Description Summary
Position Details:
Job Title : SE Vitality Manager
Department : Service Excellence
Reporting to : SE Vitality Leader
Location : Bangalore
Rank : 63
Job purpose
The incumbent will be responsible to support SE Vitality initiatives working with the SE leadership team , SE operations and other relevant stakeholders to establish and enhance SE brand. The need is to have a person with background in strategic quality initiatives driving Lean transformation , process standardization and improvement with good stakeholder & change management skills.
Responsibilities:
Define SE training and certification criteria
Develop and manage training content , TTT process
Define SE policies and processes (e.g. project approach & rigor , customer feedback etc.)
Review compliance towards the SE processes
Defining , mapping and developing of SE competencies , career roadmap
Create framework and processes around Knowledge sharing & management
Identify the scope of industry interaction related to SE service offerings and facilitate participation in relevant seminars , conferences and symposiums
Create business case and Manage membership to related industry bodies , institutes
Conceptualize and manage Quality events , internal project showcasing and recognition to best projects
Update , create and manage contents related to intranet , communication , Brochure , social media , blogs etc.
Competencies and skill set:
Lean Six Sigma Black Belt with strong understanding of Lean concepts , process standardization and improvement
Experience in training content development and understanding of Instructional Design concepts
Thorough understanding of Quality concepts around QC , QA and BPI
Good command on MS Office tools (Power point , Word , Visio , Excel)
Excellent communication and interpersonal skills required
Should have good planning and time management skills
Good stakeholder management and change management skills
Ability to work with multiple stakeholders at different levels
Above average skills in coordinating and collaboration skills
High energy and self - starter
Experience and Qualification:
Any graduate post graduate qualification from University of good repute , preferably BE / MBA / CA / MCA
10 years of overall experience with at least 3 years of relevant experience
Project management experience
Salary: Not Disclosed by Recruiter
Industry:Banking, Financial Services, Broking
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Assistant Manager/Manager -(NonTechnical)
Employment Type:Permanent Job, Full Time
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