Center of Excellence (COE) Manager

Job Description: Center of Excellence (COE) Manager (Operational Excellence & Process Governance) 1. Core Missions -Operational Excellence (OpEx): Design and optimize end-to-end service delivery processes to ensure maximum speed, quality, and reliability. -Process Governance: Establish and enforce Standard Operating Procedures (SOPs) across all departments to ensure "Zero Deviation. -"Quality Assurance (QA) & Audit: Create the "Gold Standard" for technical work and conduct audits to ensure field performance matches company expectations. -Performance Intelligence: Act as the "Owner of Truth" for data, defining and monitoring KPIs that drive business behavior and customer satisfaction. 2. Key Responsibilities Business Process Engineering: -Standard Operating Procedures (SOPs): Design detailed, step-by-step workflows for all operational activities (e.g., Incident Management, PM Scheduling, Escalation Paths). -Continuous Improvement (CI): Use methodologies like Lean or Six Sigma to identify bottlenecks and "waste" in current operations and re-engineer them for better performance. -Tech Adoption: Evaluate and implement operational tools (e.g., FSM Software, Mobile Apps) that help the field team work more efficiently. -Quality Control & Training Governance:Quality Standards: Define what "Success" looks like for every technical job (e.g., BFSI security protocols, Retail maintenance standards). -Audit Framework: Develop site audit checklists and protocols for the Field Manager to use, ensuring a standardized way of measuring quality. -Knowledge Management: Create a "Central Knowledge Base" (Technical Manuals, Video Tutorials) to ensure all technicians have access to the right information at all times. -KPI Management & Analytics:KPI Definition: Design the organizational dashboard. Decide what should be measured and how to measure it accurately. -Performance Insights: Analyze operational data to identify trends (e.g., why a certain region has low SLA compliance) and provide solutions to the Management team. -Service Level Monitoring: Ensure that the systems in place can accurately track SLAs across different client segments in real-time. 3. Key Qualifications -Education: Bachelor’s or Master’s degree in Industrial Engineering, Operations Management, or a related field. -Experience: 5–10 years in Process Improvement, Operational Excellence, or Quality Management. -Methodology: Strong expertise in Lean, Six Sigma, Kaizen, or similar process improvement frameworks. -Analytical Skills: Advanced data literacy; ability to build and interpret complex dashboards (Power BI / Tableau / Excel). -Mindset: A perfectionist who is obsessed with efficiency, standardization, and high-quality output.