Driving Process improvement, ensure process compliance, implement, sustain and improve change management programs, perform risk audit, deploy delivery risk management processes, benchmarking client delivery framework and supports client operations management with an objective to ensure stability in process performance and achieve continual process improvement within norms and guidelines of the organization.
Detailed description:
Provide implementation support for process improvement, issue resolution, deploy improvement plan, drive risk mitigation process and ensure continuous process improvement.
Drive and deploy structured process improvements (SIX SIGMA, Lean etc.,), train and enable people on process improvement system models. Implementation knowledge on Quality management system models (ISO 9001, COPC etc.) is preferable.
Lead and participate in improvement projects, Collect and analyze data, provide insights on improvement opportunities, identify root causes for process gaps and provide solutions to eliminate them.
Conduct verification audits to identify gaps in compliance to processes; define, drive and deploy corrective action plans to ensure compliance.
Addresses process issues while implementing changes, conducts audits to ensure that the changes are being sustained.
Identify delivery risks by conducting risk audits, guide delivery teams in de-risking process.
Deploy Best practices to achieve benchmark performance; define metrics, monitor and improve benchmark performance.
Work with process owners, drive corrective and preventive actions to resolve and reduce customer complaints to improve customer satisfaction.
Generate and publish quality performance reports; participate in customer quality reviews, calibration of process, and ensure stability of process performance.
Competencies required:
Change management
Analytics and problem solving
Quality and delivery risk management
Communication skills
Documentation skills
Result oriented
Learning and innovation
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.