Role : Participate in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical. Reports into Vice President 1 Job Responsibilities : (Must have) • Drive culture of process excellence in operation team preferably in Customer Service segment • Identify projects, train team members and mentor/ lead projects YB/GB and Kaizen ideas. • Participate in consulting assignment internally and at Client site • Deliver productivity and create value for client • Client collaboration and change management • Support/ Enable change management ensuring from the projects • Enable stable operation with no surprises • Drive the Six Sigma culture and initiative across the organization with commitment, passion and persistence • Ensure Positive contribution to the company's Gross margins and Operating margins • Lead/ participate, Identify and Mentor in Six Sigma, Lean projects, Green Belt Trainees • Value stream Mapping/ Process mapping • Recommend new/ improvements to delivery models • Identify and ensure implementation automation projects, process improvements and cost optimization opportunities • Support maintenance of World Class Delivery standards • Create reports for COO, Functional heads\Operational Heads and QPE • Monitor dashboards and issues for early warning signals and trends • Support for RFP, RFI, Sales Collaterals • Exposure in driving transformation automation in CS environment understanding on industry best practices. Job Responsibilities : (Desired) • Six Sigma and other (ARM grid) trainings • Participate in various meetings as part of the profile • Ensure compliance to ISO 9001/ 27001 Criteria : (Must have) • Minimum 15 years of relevant work experience in process excellence role with BPO industry preferably in Customer Service segment • Must have hands-on experience in leading & delivering various high-impact Lean, Six Sigma (GB/BB) projects delivering tangible improvements / results, across the entire lifecycle i.e. right from Ideation to Implementation / Benefits realization • Strong and practical knowledge of various LSS tools, techniques & approaches • Strong experience around Program and Change management on large scale transformation engagements involving cross-functional teams. • Proven expertise & attitude/mindset to lead the change and drive change in internal / external teams • Communicative and facilitative - Must be able to communicate well with all levels of the organization from team members to senior leaders. Must be able to lead and demonstrate value-add principles to a team in a collaborative way. Influence employees at all levels. Criteria : (Desireed) • Experience in the customer service vertical • Proven track record of mentoring and developing teams Shifts timings: UK shift / US shift / Flexible shifts / Should be open to travel Week Off : 5 working days Transport : Not applicable