Sutherland طالبين Organizational Excellence Manager

Alaa Ali

Sutherland طالبين Organizational Excellence Manager

Position Summary:

  • Drives Platinum Standard of Performance – Driving Egypt’s Site Ranking amongst other geos on site and programs level.
  • Identifies, assesses and Leads Transformation projects (Digitization / Automation) in the site working closely with the Geo Lead and the Functional Leads
  • Leads projects and delivers QNI / CM Benefits for the Programs in the site through DMAIC, Lean, Variation Based Management and Other Quality tools
  • Mentors Green Belt and Yellow Belt Projects in the Site
  • Trains SD/Functional groups on Lean Six Sigma Methodologies
  • Provides direction to the Performance Managers and Business Analysts to achieve internal and external goals by exemplifying the core values of the organization: Integrity, leadership, people, clients and entrepreneurial spirit.
  • Supports the Service Delivery team in achieving client and employee satisfaction while earning maximum potential revenue and margin through sustainable and repeatable strategies following Sutherland’s Model of Excellence and driving non-linear profit.
  • Leads process improvement activities through reduction of variation and waste
  • Participates in New potential/existing clients’ visits, presentations and periodic business reviews.
Sutherland طالبين Organizational Excellence Manager
Sutherland

Sutherland طالبين Organizational Excellence Manager

JobDescription:

  • Operational Excellence

1. Partner with Site Leaders in Driving the Sites to Gold / Platinum

2.    Lead Projects that deliver QNI / CM Benefits to the Programs in the Site

3.   Drive Bonus Maximization for all Bonus Eligible Programs through Metrics Improvements

4.    Drive the #1 Rank Culture through Focus on Underlying Metrics that drive the Scorecard

  • Internal Efficiency Metrics: Partners with the Site Lead to achieve optimal results on efficiency metrics (i.e. AHT, attendance, shrinkage, etc) through gap analysis and process improvement activities
  • Client Quality Metrics: Partners with the Site Lead to achieve Platinum Standard/Operational Excellence in Client metrics (i.e. CSAT, Resolve Rate, Quality, etc.) through gap analysis and process improvement activities
  • Client Advocacy and Net Promoter Score: Works with the Site Lead to achieve promoter status and grow current business winning new clients and logos through process improvement projects that will improve customer lifetime value
  • Financial Metrics: Works with the Site Team to ensure achievement of financial goals (Revenue and Margin)
  • Leads Laser Focus Metrics activities in the site
  • Ensures high impact projects targeting financial gains are regularly in place (i.e. Bonus maximization, penalty reduction or elimination, operational costs reduction, new business win through client value-add projects resulting to shared revenues or new business, etc.)
  • Drives “First Time Right” for new onboarding programs, ensuring a successful launch, ensuring all SOW requirements are met, delivering process and journey mapping, identifying process improvement opportunities.

Sutherland طالبين Organizational Excellence Manager


Education and/or Experience:

  • Proficiency in MS Office (Expert Excel Level). 
  • Excellent English (B2).     
  • Six Sigma certified/trained is a must (Green belt or higher). 
  • Presentation skills. 
  • 3-5 Years BPO experience including 2 years in a manager capacity.

Apply from here
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