Process Excellence Lead

7 days ago


Manila, National Capital Region, Philippines Wipro Technologies Full time
Job Description

The primary objective of this role is to ensure that all Service Level Agreements (SLAs) and efficiency commitments are met. This involves designing and implementing processes that align with client expectations.

Main Responsibilities
  1. Contribute to the development of Request for Proposal (RFP) documents to establish reasonable commitments with clients.
  2. Perform Transition audits at various stages to guarantee compliance with SLAs.
  3. Create new processes that align with client SLAs and ensure quality process maps are in place.
  4. Conduct regular audits on assigned accounts to maintain readiness for external audits.
  5. Identify potential risks related to SLAs or people.
  6. Analyze root causes of issues and propose improvements.
  7. Implement initiatives and tool interventions to meet efficiency commitments.
Driving Quality Culture
  • Provide Lean and Six Sigma training to account teams to enhance their efficiency skills.
  • Lead initiatives like Pragati to encourage small, incremental improvements within accounts.
  • Evaluate RPA projects within DOP or for external clients.
  • Promote Lean and Six Sigma projects and track benefits through Business Value Meter (BVM).


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