Manager - Process Improvement

Overview of the role

Focused on end to end process improvement of all the Finance processes being executed within FSSC. PI Manager to (a) Drive continuous improvements and automation across I2P, O2C, Treasury, Tax and R2R processes (b) support head FSSC and tower heads in identifying process risk areas (c) Ensure delivery of external and internal MIS(d) Lead NPS and CSAT surveys (e) train teams on Six sigma and lean methodology

What you will do

FSSC process and control framework analysis and improvement

• Support PI leads in review of existing processes, perform risk assessment and best practice gap analysis and identify process improvement opportunities in terms of efficiencies, automation and technology enablement of FSSC operations
• Review current control framework, perform risk assessment and identify improvement opportunities
• Ensure Adequate quality controls are implemented, and robust measurement and reporting system is in place to drive Surprise Free Operations (SFO)
• Support in execution of IA audit observations; embed IA findings into Process and Improvement process and control framework development plan

FSSC process improvement initiatives

• Identify & mentor key quality initiatives Green/Black/Yellow Belt projects in FSSC
• Ensure standardization of documents (Process Maps, SOPs, SOWs, SLAs, Checklists etc.) along with tower heads
• Design & Lead implementation of Metrics (SLAs, RSLAs, CSLAs & KPIs) by tower (I2P, O2C, R2R, Tax & Treasury)
• Monitor timely circulation of Internal and External Dashboards (weekly, Monthly, Quarterly)
• Drive Optimization - Analysis of capacity, utilization & efficiency of processes, people and systems
• Development of metrics & dashboards in line with customer requirements, FMEA, CAPA etc.
• Develop and lead execution for launching NPS / Customer feedback survey

Automation

• Identify & lead automation of manual processes, interfaces and controls for process improvement
• Identify & drive Standardization & Simplification projects across all towers e.g. I2P, O2C, Treasury, Tax and R2R
• Drive Access controls/GRC controls

People management

• Assist management with career development activities for team lead and team members, including performance management and feedback
• Ensure adequate guidance and training of team members to meet service delivery targets
• Responsible for attrition management and timely backfills