Process Excellence

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Process Excellence-Deputy Manager

Location: Hyderabad

Shift: Shift as per client

Key Responsibilities

• Drive Lean Six Sigma, Kaizen, Quality, and Process Excellence programs across multiple accounts / Workflows.
• Identify improvement opportunities through VOC, data analysis, benchmarking, and process assessments. 
• Lead process reengineering, automation, analytics, and digital transformation initiatives
• Manage end-to-end improvement projects and ensure realization of business benefits, productivity gains, and quality improvements.
• Conduct Root Cause Analysis (RCA), Value Stream Mapping (VSM), FMEA, and statistical analysis to solve business problems.
• Partner with clients, operations leaders, and cross-functional teams to develop transformation roadmaps. 
• Facilitate workshops, ideation sessions, and continuous improvement forums.
• Drive change management and ensure successful deployment of new processes and best practices.

Required Skills

• Lean Six Sigma Green Belt or Black Belt with strong Process Excellence certification. 
• Expertise in Lean, Six Sigma, Quality Management, Process Re-engineering, and Statistical Tools. 
• Experience leading transformation programs involving analytics, automation, and AI-enabled improvements.
• Advanced proficiency in Excel, PowerPoint, data analytics, and dashboarding.

Recommended: Mapping / Labelling / Content moderation / T&S / GSIS / service industry Not Manufacturing.

Typical KPIs

• Productivity improvement (%)
• Cost savings / ROI delivered
• Automation / AI infusion benefits realized
• Quality improvements and defect reduction
• CSAT/Client satisfaction improvement
• Project completion and benefit realization
• Continuous improvement pipeline value
• Governance and compliance adherence

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Process

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver
 

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Process Excellence-Deputy Manager

Location: Hyderabad

Shift: Shift as per client

Key Responsibilities

• Drive Lean Six Sigma, Kaizen, Quality, and Process Excellence programs across multiple accounts / Workflows.
• Identify improvement opportunities through VOC, data analysis, benchmarking, and process assessments. 
• Lead process reengineering, automation, analytics, and digital transformation initiatives
• Manage end-to-end improvement projects and ensure realization of business benefits, productivity gains, and quality improvements.
• Conduct Root Cause Analysis (RCA), Value Stream Mapping (VSM), FMEA, and statistical analysis to solve business problems.
• Partner with clients, operations leaders, and cross-functional teams to develop transformation roadmaps. 
• Facilitate workshops, ideation sessions, and continuous improvement forums.
• Drive change management and ensure successful deployment of new processes and best practices.

Required Skills

• Lean Six Sigma Green Belt or Black Belt with strong Process Excellence certification. 
• Expertise in Lean, Six Sigma, Quality Management, Process Re-engineering, and Statistical Tools. 
• Experience leading transformation programs involving analytics, automation, and AI-enabled improvements.
• Advanced proficiency in Excel, PowerPoint, data analytics, and dashboarding.

Recommended: Mapping / Labelling / Content moderation / T&S / GSIS / service industry Not Manufacturing.

Typical KPIs

• Productivity improvement (%)
• Cost savings / ROI delivered
• Automation / AI infusion benefits realized
• Quality improvements and defect reduction
• CSAT/Client satisfaction improvement
• Project completion and benefit realization
• Continuous improvement pipeline value
• Governance and compliance adherence

Mandatory Skills: Geographic Information Systems(Maps) . Experience: 5-8 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.