General Manager - Warranty Analytics with Leading ITES MNC

2COMS Consulting Pvt. Ltd.
  • Mumbai
  • 13-23 lakh
  • 10-18 years
  • Views
  • 06 Oct 2016

  • Business Analytics

  • BPO/ ITES/ Call Centers
Job Description

Experience in at least one of the statistical tool: SPSS, Statistical, R, JMP must

Weibull, Fishbone Analysis, Pareto diagrams, PFMEA etc...

Objectives of Role

Serve as the liaison between the client team and the onshore team to ensure smooth delivery of services
Maintain quality and service standards in support of the contracted Service Level Agreement
Gradually build basic analytical competency in the team leading to analytics techniques based on client warranty data to create value for client business outcomes

Main Accountabilities

Operational Responsibilities
Drive Warranty Analytics service to meet clients business objectives
Provide strategic guidance to recommend and implement process changes to drive efficiencies
Provide industry insights to drive ad-hoc analysis to drive delivery efficiencies
Work with Client stakeholders and onshore team to resolve any issues with respect to delivery and performance
Implement practices and metrics to improve operational efficiencies
Process optimization, using analytics and performance measures to drive continuous improvement
Responsible for communicating service level performance to client.
Monitor and interpret process KPIs

People Management Responsibilities

Need to be a good team player and lead, involve the team members for smooth day to day operations
Participate and be involved in management activities
Provide feedback and help team members in process improvements
Participate in conducting health assessments and improvement opportunities and audits for the project on a periodic basis and communicate to management and key stakeholders
Relationship management - build and maintain relationships with clients & Onshore team

Core Competencies

Technical Skills
Experience in Warranty analytics and/or reliability analytics
Strong Analytics and Data mining orientation leading to process improvements
Expert level capability in use of desktop software (MS Office Suite, with focus on analytical skills in Excel)

Ability to simplify complex tasks and drive efficiencies
Proactive and team player
Relationship management - build and maintain relationships with clients, suppliers and colleagues
Strong Verbal and written communication in English

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About Organisation

2COMS Consulting Pvt. Ltd.