Associate Process Excellence Director for Manila, Philippines

Firstsource is a leader in business process outsourcing, offering a broad portfolio of core enterprise and industry-specific services. The Company€™s approach puts process in the forefront, coupling deep process knowledge and insights with targeted analytics and pragmatic reengineering to deliver an integrated solution. Services are seamlessly delivered using the Rightshoring model to meet a client€™s business objectives and cost reduction strategy. The demand for BPO continues to be driven by the economic need to deliver quality, cost efficient services and the business requirement to remain competitive and innovative. We focus on meeting the individual needs of our clients and delivering measurable service improvement and value. Company Overview Improving client processes and driving business impact is the prime focus of our entire organization of over 25,000 employees. Firstsource couples its deep process knowledge, insights and best practices with targeted analytics and pragmatic reengineering to deliver a comprehensive solution. Our broad portfolio consists of both enterprise and industry-specific services. In all areas, we execute simple transactional needs to providing process management capabilities, where complex decision-making and keen judgment are required. Services are seamlessly delivered from our Rightshoring model with 44 centers in four countries to meet a client€™s business objectives and cost reduction strategy. Firstsource focuses on the industries of Telecom, Banking & Financial Services, Insurance, Media, Publishing and Healthcare. Our solutions span across the customer life cycle of Customer Acquisition, Customer Services, Transaction Processing, Collections & Accounts Receivables Management and Research & Analytics. We develop reliable and scalable solutions for essential business processes, consecutive with industry best practices and supported by a robust technology infrastructure, proprietary tools, strong human resources and transition framework 

Roles and Responsibilities

• Identity, lead, manage, mentor or execute process re-engineering and continuous improvement initiatives using Six Sigma/Lean methodologies for aligned Operations programs and Support departments with the objective of eliminating cost, improving Customer experience and Increasing efficiency
• Utilize a data driven approach to problem solving to identify opportunities for improvement within the organization. Collect data on process measures to highlight the right improvement opportunity
• Provide deep dive analytical insights on all aspects of customer journey
• Establish positive working relationships at senior levels with cross-functional teams including client representatives
• Present all improvement projects during monthly Business Quality Council (BQC) meetings
• Ability to build a process improvement culture, demonstrating flexibility and initiative in achieving the desired outcome
• Deliver Six Sigma training as per plan
• Coach, guide and support team to achieve team, department and strategic objectives.
• Promote Six Sigma approach across all levels of the operations and support departments
• Manage and execute as per plan key cross functional cross geography organizational initiatives
• Support idea generation initiative i.e. FirstInnovate across all verticals/geographies.
• Explore opportunities for high impacting transformation initiatives i.e. RPA/AI deployment, Contact avoidance/elimination/deflection etc.

• Support end to end deployment of Intelligent Automation (IA) in the business from identifying and documenting opportunities to support the COE team until go-live
• Provide extensive support to existing IA deployment and ensure that all processes are working smoothly post go-live
• Ensuring all queries of internal and external customers around IA deployment are dealt with within defined time frames
• Manage team of Automation and Process Excellence

• Value added projects in Operations
• Automation identification and deployment support
• Project Management

• Revenue generation for Firstsource and Clients
• Facilitate Idea generation through FirstInnovate and support Operations
• QDNA Culture building
• Delivering Yellow Belt training and supporting Green Belt Training delivery

Desired Candidate Profile

Graduate

5-6 years in continuous improvement

Black Belt Trained

Automation platforms / Robotics (RPA) experience

Critical

Minitab/JMP

MS Visio and MS Office

Perks and Benefits

Visa sponsorship with annual renewal

30 days accommodation etc.

Manjiri Seth

manjiri.seth@firstsource.com