Manager-Process excellence

The Process Excellence (PEX) role is focused on enabling operational excellence, quality, productivity, and transformation results across multiple delivery accounts. This position leverages Lean, Six Sigma, Continuous Improvement, Automation, and Digital transformation methodologies to create measurable business value, enhance process maturity, and reinforce governance and compliance.

Desired Profile / Qualifications

Mandatory

• 5+ years of relevant experience in Process Improvement / Business Transformation / Process Excellence
• Lean Six Sigma Green Belt certification from a reputed organization with strong command over DMAIC and Lean concepts
• Proven experience in data‑driven problem solving and benefits realization
• Strong logical, analytical, and structured thinking skills
• Ability to independently design solutions for complex business problems
• Hands‑on expertise in MS Excel, PowerPoint, Visio, and Minitab
• Excellent communication, stakeholder management, and presentation skills

Good to Have

• End‑to‑end experience in RPA, Analytics, AI/ML‑driven automation
• Exposure to contact center operations and telephony processes
• Prior experience working in IOA / BPM / Shared Services environments

Key Responsibilities

· Lead end‑to‑end process improvement and transformation initiatives across accounts

· Drive and manage Lean Six Sigma programs and projects to deliver measurable outcomes

· Ensure targeted process improvement benefits are realized and tracked

· Apply strong capability in analyzing large data sets and converting findings into actionable insights

· Review and evaluate current processes, systems, and technologies to design optimized future‑state process flows

· Implement Robotic Process Automation (RPA), AI/ML solutions, and platform enhancements, and quantify business impact after implementation

• Build systems to harness synergies across different business units/Cross functional teams to meet commitments (Automation/Analytics/IT/Operations/Risk etc.)

· Work with a strong problem identification, root‑cause analysis, and solution‑oriented mindset

· Collaborate with senior leadership and operations teams to design and execute continuous improvement programs that exceed client expectations

· Demonstrate strong project management capability, including managing multiple high‑impact, business‑critical initiatives simultaneously

· Communicate key business insights effectively in decision‑making forums to support informed decisions and stakeholder alignment

· Engage effectively with global clients and stakeholders, representing the organization across cultures and forums

· Provide hands‑on expertise in process design and analysis tools such as Visio, Minitab, and MS Office