Senior Manager -Quality || BPO Experience || Banking Process

Key Deliverables:

• Identify and implement process improvements within Banking Domain Customer Service, BPO Operations (Voice, Chat, Back-office)
• Lead process excellence initiatives using Lean, DMAIC, DFSS, and Value Stream Management techniques
• Manage client expectations and ensure client satisfaction through process improvements and KPIs
• Design and deploy metrics, dashboards, and systems to promote a continuous improvement culture

Role Responsibilities:

• Apply Lean/Six Sigma methodologies to drive performance improvements and process automation
• Analyze data and current operations to identify project opportunities with financial and operational benefits
• Conduct diagnostic studies, lead workshops, and present insights, findings, and improvements to senior leadership
• Collaborate with internal and external stakeholders to ensure smooth business transformation and process automation