Operational Excellence Lead

Job description

**Role & responsibilities** Operational Excellence - - Design and implement the Operational Excellence Framework and Operating Model. - Drive the process standardization initiative across towers. Identify scope for process elimination, integration and improvement that would enable productivity. - Propose the revised team sizing, structure and work allocation for executing the standardised processes. Quality & Service Management Excellence - Build a culture of continuous improvement. Train the process champions on principles of process reengineering and process improvement techniques such as Lean / Six Sigma. - Design frameworks for supporting excellent service delivery. Examples of framework include escalation framework, productivity release framework, mailroom framework, etc - Conduct customer satisfaction surveys on a periodic basis.Keep abreast of operational excellence techniques and facilitate constant skill up-gradation of UKSC employees Continuous Capability Improvement (Process, People and Technology) - - Introduce Process Maturity Framework that would reinforce the culture of continuous improvement in every aspect of business - Work along with the Quality & Service Management Lead to determine Key Performance Indicators and define KPI matrix using lead - lag indicators. - Study performance patterns and identify potential scope for improvement through innovation and use of technology. - Replicate successful project work/ share best practices and serve as a change agent and facilitator for operational excellence - Perform the role of custodian of processes. Implement effective Knowledge Management framework to build and utilise knowledge assets Process Automation - - Work with the BOT's COE Lead to explore the areas which can be executed for effectively and efficiently using RPA. Identify the areas where the automation can be human assisted (for more complex processes) or completely bot dependant (for simple processes) Scout for right RPA implementation partners, and provide necessary insights to the BT Head in selecting the RPA partner. Explore solutions in consultation with the RPA Partners and subject matter experts - Conduct pilot runs and evaluate pilot results to ensure that the bot is giving out desired results. Check if the estimated value addition is getting delivered. - Design the governance of new, bot driven process with support from the operational excellence lead and PHs. Introduce mechanism for maintenance to keep the bots functioning as the process changes Monitor the impact of BOT on business outcomes