Over 15+ years of quality assurance, continious improvement, innovation, business process improvement, operational excellence, re-engineering, capacity management and audit experience covering customer experience, human resource, marketing, finance and shared services. End to end Customer and Business Process life cycle management and addressing Voice of Customer. Defect reduction and Risk assessment ensuring service and products delivery as per defined specifications. Key Skill Set:• Project identification, End to End Project Management & Strategy planning basis customer voice.• Operational Excellence using process improvement methodology like Lean, DMAIC, DMADV & DFSS• Analysing, developing and documenting business and functional requirements.• Process Design, Documentation and Business Process Re-engineering. • Workforce, Resource and Capacity planning and Management.• Process audits, risk assessment for end to end business processes.• Customer Voice & Escalation management.• SLA Management, Data Analytics and KPI reporting using Business Intelligence tools.• Driving Cost Optimization & Revenue Generation initiatives.• Knowledge Management and Best practice replication.• Market study & Bench-marking• Value Stream, AS IS and TO BE Process mapping.• SOP & Policy documentation.• Conducting internal and mystery audits with non-conformance close looping.