About this role
Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting Support in development of process improvement and innovation strategy for client business Planning and execution of projects; managing process improvement program for client engagement(s) Act as business interface for client transformation teams, EXL transformation, technology and operations teams Build relationships with key business leaders and other stakeholders to drive improvements Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking Drive Lean Six Sigma culture, extensive usage on quality tools and concepts and mentor GB / BB Support business development; support in RFP, RFI responses from quality perspective Active participation in client visits, showcasing transformation case-studies Responsible for ensuring smooth set up and functioning of QA to meet business, internal and certification requirements; gather client requirements, build QA plan, support migration team for implementation for new client processes and ensure consistent delivery on QA program