Deputy General Manager - Process Excellence

Job Overview:

The Deputy General Manager Process Excellence is responsible for leading and executing enterprise-wide business transformation initiatives by driving quality improvements, operational efficiency, and digital enablement. The role plays a critical part in translating business strategy into scalable process improvements through Lean, Six Sigma, and digital transformation programs including automation, RPA, and GenAI-led solutions.

This position fosters a strong culture of continuous improvement and innovation, enables cross-functional collaboration, and ensures systematic identification, prioritization, and execution of high-impact process optimization initiatives across the organization.

Process Improvement and Cultural Development:

- Lead end-to-end process excellence and transformation initiatives, leveraging Lean, Six Sigma, and digital technologies to improve productivity, quality, revenue, cost efficiency, and customer experience.

- Identify and assess opportunities for process automation and digitization, including RPA, workflow automation, AI/GenAI-driven solutions, and analytics-led interventions.

- Champion continuous improvement culture by promoting standardization, best practices, and data-driven decision-making across functions and regions.

- Support and coordinate the deployment of global projects within region.

- Review ideas submitted on Spark daily and assess feasibility for 100% of ideas within 7 days.

- Mentor and oversee improvement projects, ensuring effective use of methodologies such as Six Sigma and Lean, and lead recognition programs for completed projects within 3090 days.

- Research innovations and emerging trends to address future organizational needs while ensuring compliance with environmental, health, and safety regulations.

- Track and report transformation benefits such as productivity gains, time reduction, cost savings, revenue increase, SLA improvement, and customer satisfaction uplift.

Training and Development Management:

- Develop and maintain training calendars to ensure timely, relevant programs, with emphasis on Six Sigma and Lean methodologies.

- Track and act on feedback from training sessions to continuously improve content and delivery.

- Monitor compliance with training targets and certification requirements, ensuring employees achieve required competencies in process improvement.

Collaboration and Compliance:

- Collaborate with Service Quality and MIS managers to identify, prioritize, and execute high-impact process improvement projects.

- Plan and execute graduation ceremonies for completed certifications and actively pursue awards and international recognition for outstanding organizational achievements in process excellence.

Team Management and Succession Planning:

- Manage and develop staff, including performance management, training, and career development.

- Create and maintain a robust talent pipeline to ensure succession planning (1:2 ratio).

Environment, Social and Governance:

- Ensure regional corporate governance aligns with organizational principles, policies, and regulations.

- Promote responsible use of natural resources, compliance with environmental, health and safety standards, and drive sustainability initiatives to achieve set targets.

Anti Bribery Management Systems (ABMS):

- Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.

- Understanding of ethical standards and the importance of integrity in business practices.

- Ability to identify and evaluate risks related to bribery in various business contexts.

Education:

- Graduate/postgraduate or global equivalent degree.

- Six Sigma Certification (Master Black belt/ Black Belt).

- Certification in Digital Transformation (RPA, Gen AI etc.).

Experience:

- 10+ years of experience with strong expertise in Lean, Six Sigma, Process Excellence, and Continuous Improvement.

- Hands-on exposure to Digital Transformation initiatives including RPA, AI/GenAI, process mining, and automation platforms.