Hinduja Global Solutions

About Hinduja Global Solutions

Role or Position: Director / Senior Director Division/Department/Section: Business Excellence DUTIES & RESPONSIBILITIES Technical & Strategic Able to conduct analytics POCs (Proof-of-concept) for various domains Able to analyze structure around unstructured data (phone calls, chats, emails, survey, social media Deliver quantifiable, actionable insight to clients using text, speech and data analytics Perform analytical activities to enhance customer experience, improve Net promoter score, and drive operational efficiencies Identify opportunities for Project management, Business Process Reengineering & Business Analytics Utilize quality tools to provide a comprehensive analysis of the quality metrics at an account level Utilize advance analytics tools for data, text & speech to carry out improvement projects Explore industry best practices in data analysis and apply in Operational use Gather project requirement and perform GAP analysis Designing project plans and functional design documents for Advanced analytics Identify opportunities to enable other functions achieve strategic goals through business excellence Build a culture of thought leadership and critical thinking across the BE & Operations Manage Business Transformation and Process Re- engineering activities Able to run Speech and text analytic engine driving analytics practice team Train and mentor teams on thought leadership and strategic skills Facilitate change management, performance evaluation & facilitating diverse learning Conduct workshops for leadership to identify Innovation opportunities & high impact projects Team Management: Capability to train and conduct workshops in Six Sigma, Kaizens, Lean training etc. Coordinate with the senior management team members to drive change and improvement Reward & recognize the excellent performers in the team Review team performance To drive quality culture in the process & make quality as a way of life Contribute towards overall team development by regular updates to the team on any new quality tools etc. Motivate team members and ensure minimal attrition General Safety and Security 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, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) – For Healthcare Accounts COMPETENCY REQUIREMENTS With Basic Competency Level in ff.: Communication Skills (Spoken) Communication Skills (Written) Customer Service Orientation With Moderate Competency Level in ff.: Computer Literacy Job Knowledge Sense of Urgency Passion for Excellence Working in Teams/Interpersonal Skills Work Organization Drive for Results/Execution Thriving in Change Expertise/Analytical Skills Product Knowledge Typing Skills Problem Solving Training Needs Analysis Requirements Trained or Certified Analytics practitioner in any NICE, VERINT, NEXIDIA, CLARABRIDGE, IBM platform Candidate must possess at least a Bachelor''''''''s/College Degree, any field Computer skills: MS Excel, MS Word, Microsoft Access, MS PowerPoint, Minitab Presentation skills including administering employee training sessions and hosting customer quality auditors Proficiency in MS Office 8-10 years'''''''' experience in the area of process improvement, preferably in the BPO industry Able to establish, implement and continuously improve the quality information security policies assigned to him / her. Able to establish structures and procedures to protect classified information Able to report information security related incidents without any delay to the proper authorities. Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA OTHER REQUIREMENTS Reports to: Director to Senior Director / AVP Senior Director to AVP Supervises: Associate Managers / Managers / Senior Managers Education and/or Experience: Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring Work environment: The work environment is professional, office. Business casual attire Physical demands: May require weekend or evening work Hinduja Global Solutions (HGS), part of the multi-billion dollar conglomerate Hinduja Group, has been offering Business Process Management (BPM) solutions for more than four decades. A leader in customer experience management, HGS’ mission is to optimize the customer journey to make its clients more competitive. HGS has built expertise focusing on Customer Experience Management, Back Office Processing, Contact Centers, Data Analytics, Digital and Interactive Solutions and HR Solutions. Today, HGS partners with 190 of the world’s top brands for core BPM services and 600+ payroll processing clients. It is the only outsourcing provider that takes a true “globally local” approach, with local leadership teams who understand the market. The global delivery network serves international customers both onshore and offshore to drive efficiencies and delivering customer delight. To make ourselves a stronger organization talent-wise, we are looking for dynamic thinkers and achievers - people who can work on innovative ideas, both simple and complex to transform, and add value, thereby giving a competitive edge to the client's businesses.

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Company Info

Legal Form: Limited

Company Type: Public

Company Size: 5001 - 10000

Revenue: 100 - 500 million (USD)

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Hiring Locations: 22

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