Manager / Sr. Manager – Process Excellence

Manager / Sr. Manager – Process Excellence

Location: Mumbai (Local candidates is a must) Division: Business Transformation

Role Overview

We are hiring a seasoned Process Excellence professional with 10+ years of experience in driving transformation initiatives within the BPO industry (Telecom domain preferred). The role will focus on delivering measurable business impact through Continuous Improvement, Automation, and Next-Gen Digital interventions including Gen AI and Agentic frameworks.

Key Responsibilities

• Lead enterprise-wide Process Excellence and Business Transformation initiatives.

• Drive Lean Six Sigma programs (DMAIC, process mapping, gap analysis – AS-IS / TO-BE).

• Identify and deliver cost savings, productivity gains, and quality improvements.

• Conduct data-driven diagnostics to improve KPIs (AHT, FCR, SLA, NPS, error rates).

• Perform RCA and deploy sustainable solutions across operations.

• Identify automation opportunities using RPA and Intelligent Automation.

• Evaluate and implement Gen AI use cases (copilots, QA automation, call summarization, virtual assistants).

• Assess Agentic AI opportunities for workflow orchestration and autonomous task enablement.

• Leverage advanced analytics (descriptive, diagnostic, predictive) for opportunity identification.

• Build business cases for AI/ML and automation-led transformation initiatives.

• Partner with Digital, Technology, CX, and Operations teams for execution and governance.

• Track project milestones, measure benefits realization, and ensure adoption.

• Must-Have Experience

• 10+ years in Process Excellence / Business Transformation.

• Strong BPO industry experience (Telecom domain preferred).

• Proven track record of delivering measurable business impact.

• Black Belt Certification (preferred from reputed organization).

• Hands-on experience with Lean, Six Sigma, CI frameworks.

• Strong exposure to RPA, Gen AI tools, Analytics platforms.

• Solid understanding of AI/ML application in operations.

• Preferred Skillset

• Automation tools (UiPath, Automation Anywhere, Blue Prism, etc.)

• Analytics tools (Power BI, Tableau, SQL, Python – preferred)

• Strong stakeholder management and communication skills.

• Ability to work independently in a hybrid setup.

• Success Metrics

• Cost savings & productivity improvement delivered

• Automation/AI use cases identified and deployed

• KPI improvements across operational metrics

• Stakeholder satisfaction & project execution excellence