The Business Excellence group is the strategic differentiator for India Global Technical Support Center (IGTSC). The group is responsible for driving Operational Excellence and effectiveness across service delivery and support functions of IGTSC.
Business Excellence drives various improvement initiatives using different quality frameworks and methodologies (like Six Sigma, Lean, et el). The group is divided into 3 major verticals; Operational Excellence, Strategy and Organizational Quality and Global Initiatives.
One of the key deliverables of the Operational Excellence verticals is to drive positive business results. Drive CPE (Customer Partner Experience), which is one of the key measures of success for Microsoft is a key responsibility. At IGTSC, this is the customer satisfaction index for services provided by IGTSC to its various global customers.
Besides this, the Business Excellence group is responsible for ensuring Reporting excellence, Process and Quality excellence, IGTSC Strategy support, driving organization quality DNA, Global partnerships and stakeholder management amongst other things.
The Role
The Business analyst role is critical to the success of IGTSC. A Business analyst is the single point of contact to the aligned business and will be responsible for driving operational excellence and various Business Excellence initiatives within his/her business.
The Business Analyst will drive process and continuous improvements by gathering and analyzing data, identifying opportunities for improvement, translating them to clearly defined projects and driving them to get the required CPE and Ops business results.
Business analysts will be the key person to provide business intelligence and drive operational and fiscal performance management through metrics, scorecards, dashboards, fact based decision making, data analysis, data visualization, flashes and presentations.
Responsibilities
o Stakeholder Management across India Services to ensure consistent representation of IGTSC numbers and improvements.
o Own and drive end-to-end RoB (rhythm of the business) for internal and external Stakeholders.
o Collection, representation and analysis of performance data in order to identify improvement opportunities and help businesses build improvement action strategies.
o Identify biz performance improvement opportunities; make decisions on project selection, project management, prioritization of improvement projects based on business requirements and drive improvement in a scientific and structured manner.
o Use six sigma/lean methodologies to drive a structured improvement approach in business operations and internal team excellence
o Responsible for creating various business scorecards to drive business reviews and adherence to action plan.
o Conducting executive level presentations to customers, internal leadership and stakeholders highlighting business results on a weekly/monthly basis.
o Identifying, sharing & implementing best practices across businesses and internally within the team
o Support Business Excellence team to drive various initiatives in the aligned business.
o Support Business director and his team in ad-hoc “business intelligence” requests to make on-the-fly operational decisions
o
Responsibility/Activity Estimated % Time
Data gathering, reporting, analytics and representation: Creating views and dashboard. Weekly/monthly reporting to the Business director and discussing action plans based on your presentations. 50%
Relationship Management, customer (internal and external) facing work and project management. 20%
Ad-hoc requests from Business Groups 10%
Establish collaborations with Global teams working on CPE, reporting, CSAT and similar workgroups 20%
Candidates Profile
• 6-8 years of related experience; preferably in the IT/ITES industry of which minimum of 2 years in the Quality function driving operational improvement.
• Bachelors / Masters Degree
• Proficiency in one (or more) statistical tools like Minitab, SigmaXL, JMP etc.
Professional Training and Certification
• Required: Six Sigma Certified Green Belt / Black Belt (trained).
• Preferred: COPC / ISO / ITIL / LEAN certifications or exposure would be an added advantage.
Reporting to: Manager – Business Excellence
The position requires working in EMEA SHIFTS.
Apply here: https://careers.microsoft.com/JobDetails.aspx?ss=&pg=0&so=&rw=18&jid=3150&jlang=ENEmployer Name: Microsoft Corporation (I) Pvt Ltd
Employer Address: Level 2 & 3,Block B Embassy Golf Links Business Park Off Intermediate, Ring Road, Bangalore, 560071
URL: http://www.microsoft.com/
Required Skills: • Analytical skills: Should possess excellent data analytical skills in terms of leveraging statistical / six sigma tools appropriately to draw inferences and identifying opportunities. (See Description).
Required Experience: 6-8 years of related experience; preferably in the IT/ITES industry of which minimum of 2 years in the Quality function driving operational improvement.
Required Education: Bachelors / Masters Degree
Job Location: Bangalore