Process Excellence Manager

Manager Process Excellence

Open Positions: 2

Location: Bellandur, Bangalore

Work Mode: Work from Office

Reporting to: Director Process Excellence Role

Overview We are looking for two Process Excellence Managers to lead improvement initiatives across our BPO operations. The role involves partnering with Operations and support functions to identify business challenges, understand customer and employee needs, and deliver sustainable improvements in customer experience, quality, productivity, and cost. The ideal candidate brings practical experience in Lean, Six Sigma, and Design Thinking, with a strong track record of translating analysis into measurable business outcomes.

Key Responsibilities

Process Improvement and Project Delivery • Identify, prioritise, and lead improvement projects aligned with business and client objectives. • Define project scope, operational definitions, baselines, success measures, and expected benefits. • Apply Lean, Six Sigma, and structured problem-solving methods to identify root causes and implement effective .

Design Thinking and Solution Development • Understand customer and employee needs through observation, interviews, feedback, and journey mapping. • Use Design Thinking to define problems, challenge assumptions, and identify opportunities for improvement. • Facilitate ideation workshops with cross-functional teams to develop practical solutions. • Develop prototypes, run pilots, and refine solutions based on user feedback and performance data before wider implementation. Performance Analysis and Benefits Tracking • Analyse operational data to identify trends, variation, process gaps, and improvement opportunities. • Lead initiatives addressing priorities such as employee attrition, attendance, training effectiveness, quality, productivity, and customer experience. • Develop performance measures and dashboards in partnership with reporting teams. • Validate project benefits with relevant stakeholders and monitor whether improvements are sustained.

Design Thinking and Solution Development • Understand customer and employee needs through observation, interviews, feedback, and journey mapping. • Use Design Thinking to define problems, challenge assumptions, and identify opportunities for improvement. • Facilitate ideation workshops with cross-functional teams to develop practical solutions. • Develop prototypes, run pilots, and refine solutions based on user feedback and performance data before wider implementation. Performance Analysis and Benefits Tracking • Analyse operational data to identify trends, variation, process gaps, and improvement opportunities. • Lead initiatives addressing priorities such as employee attrition, attendance, training effectiveness, quality, productivity, and customer experience. • Develop performance measures and dashboards in partnership with reporting teams. • Validate project benefits with relevant stakeholders and monitor whether improvements are sustained. Process Development and Standardisation • Map existing processes, identify inefficiencies, and design improved workflows. • Develop and strengthen standard operating procedures, process controls, and ownership. • Establish control plans and hand over improvements to process owners with clear monitoring and escalation mechanisms. • Identify opportunities for process simplification, automation, and replication of successful practices across accounts.

Required Qualifications and Experience

• Bachelors degree or equivalent relevant qualification. • Typically 58 years of professional experience, including at least 3 years in Process Excellence, Process Improvement, Business Excellence, or a related role within the BPO/BPM industry. • Experience supporting one or more of the following domains within a BPO/BPM environment: Banking, Financial Services and Insurance (BFSI), Retail, and Telecommunications (Telco). • Demonstrated experience leading improvement projects with measurable, sustained business outcomes. • Working knowledge of Lean, Six Sigma, DMAIC, process mapping, root cause analysis, and process controls. • Practical experience applying Design Thinking methods, including empathy mapping, journey mapping, ideation, prototyping, and testing. • Strong analytical skills, including the ability to interpret operational data and distinguish symptoms from underlying causes. • Proficiency in Microsoft Excel and PowerPoint. • Strong communication, facilitation, project management, and stakeholder management skills. • Ability to manage multiple projects and influence cross-functional teams. Preferred Qualifications and Skills • Six Sigma Green Belt certification; Black Belt certification or training is an advantage. • Formal training or certification in Design Thinking. • Experience working across multiple accounts, sites, or geographies. • Exposure to statistical analysis tools such as Minitab. • Working knowledge of Power BI, Power Apps, Power Automate, or other reporting and automation tools. • Experience improving employee retention, attendance, hiring, training, or customer service processes.

Success Measures • Delivery of agreed project outcomes within committed timelines. • Validated improvements in operational and business metrics. • Sustained results supported by effective process controls. • Adoption of improved processes by operational teams. • Increased problem-solving capability and ownership within the business