• Effectively manage a team of Sr. Opx Managers and ensures effective and timely execution of the below activities
• Oversee daily operational activities through audits, shadows, and assessments to identify opportunities to improve productivity & service levels via process improvement and/or automation
• Be an advocate for change. Utilize Six Sigma and other methodologies to identify, manage projects and drive projects accordingly
• Analytics & insights around specific gaps identified, recommendations, and associated risks (Objective, problem, complication, solution)
• Expected to partner with operations in the development of action plans tied to valid root causes, projected impacts, and training interventions for gap closure
• Engage operations for gap closure action items and interventions e.g. Decile & Quartile management. Ensure all feedback is managed through a closed-loop process
• Engage operations for the creation of bridge goals for Opx metrics (not restricted too) with help of validated action items & their associated impact. Continuously monitor the progress of action items, report back impact realization or call out if action items are not executed/showing no impact
• Document each minute of the meeting, discussion points, and action items. Ensure working/supporting documents are stored at the shared location for reference
• Effectively present and respond to clarifications requested by CSMs/Directors
• Develop leadership competencies
• Generates, interprets, and sends compliance reports on operational processes/action plans
• Proactively looking ahead at future activities, projects, and events and anticipating needs, problems, and possible outcomes
• Co-ordinate with L&D to monitor/track the completion of needed training and intervention
• Other related tasks assigned by the Ops Directors and CSM's
• Identify specific gaps and opportunities in the effective execution of One-on-one coaching (TL & Agent)
• Identify specific gaps and opportunities in the effective execution of Triad Observation (OM, TL & Agent)
• Provides real-time coaching (content) to the Ops Directors for OM's & TL's observed
• Conducts follow-up audit on OM's and TL's with identified opportunities to ensure continuity of development 

• Handles and resolves resistance of the team to change as it involves conflicting views and opinions
• Capability to train and conduct workshops in Quality Tools, Kaizens, Lean training, etc.
• Develops and trains team members through coaching, providing work advice, and motivation. 

• Drive continuous improvement onsite/WAH and throughout the investigations via cross-functional teams and working with key stakeholders
• Manage Diet Six Sigma/Lean Projects associated with Operations and Support process improvement activities
• Help develop, foster, and drive a culture of lean Six Sigma throughout the company
• Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization
• Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma

• Review and approve process and Quality Check documentation to release processes for distribution Manage Change Controls and Administer Change Control System
• Act as a quality approver for documents requiring approval from a quality representative
• Manage and provide internal SOP compliance training

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Remain compliant with the relevant business regulatory requirements

What we are looking for:

 To be successful in this role you must…

• At least 10 years (s) to 15 years (s) of working experience in the related field is required for this position.
• Preferably Sr. Managers/ Directors specializing in Quality & Process improvement roles or equivalent
• COPC, Six sigma Green belt or Sigma Black belt or PMP Certified, etc. is an advantage
• The ability to analyze statistical data is a plus
• Proficient in Minitab or Excel Data Analysis Pack is a plus

What's in it for YOU?