Irish Maclang
Princeton ,TX
Summary
- Has been with Genpact for 11 years and with the Business Process Outsourcing Industry for ~20 Years.
- A certified Lean Six Sigma Black Belt with strong analytical skills
. - Has rich experience of managing Operations and Quality for Contact Center Operations across geographies.
Overview
12
12
years of professional experience
Work History
Assistant Vice President - Lean Six Sigma
Genpact LLC
Richardson, TX
03.2014 - Current
- Ensure the use of problem solving and root cause analysis where necessary. Provide innovative leadership driving quality performance.
- Develops, maintains and ensure compliance with procedures and metrics that impact process improvement throughout the organization.
- Application of Lean Six Sigma Methods and Tools to improve processes and operational performance. • Works with the Operational Excellence leader and local leadership teams to select improvement areas and build a robust improvement strategy.
- Collaborate with Internal and External stakeholders on End-to-End Risk Identification and Mitigation.
- Partner with Clients on creating Value Generating Roadmap and aligning Key Initiatives, Projects towards Client priorities/goal sheet.
- Execute Ideation / Engagement Drive.
- Perform Design Thinking Activity with Operations with report-out to Clients.
- Assess and Propose process improvement leveraging Digital Solutions.
- Creating Framework & Point of Views for Continuous Improvement
Education
Diploma - E-commerce Programming
STI College
Cubao, Philippines11-2005
Skills
- Managing Contact Center Operations
- Lean Six Sigma Practitioner
- Process / Business Transformation
- Stakeholder Management
- People & Change Management
Timeline
Assistant Vice President - Lean Six Sigma
Genpact LLC
03.2014 - Current
Diploma - E-commerce Programming
STI College