Process Excellence Manager

Job Description Circle Process & Capability Lead

Function: Process & Capability
Location: Noida
Reporting To: Circle HDO Head

Role Purpose

To improve customer experience across Broadband, DTH and Surveillance (One Airtel) installations by strengthening processes, improving team capabilities, enhancing productivity and driving digitization.

Key Responsibilities

1. Capability Building

• Plan and conduct product, process, system and soft skills training for employees and partners.
• Improve team skills and quality of service delivery.
• Develop training materials, SOPs and process guidelines.
• Ensure training initiatives support business objectives.

2. Process Excellence

• Ensure effective implementation of installation processes and SOPs.
• Identify process gaps and drive improvements to enhance customer experience.
• Monitor process performance through KPIs and regular reviews.
• Coordinate with circle and central teams to improve service delivery.

3. Productivity Improvement

• Identify opportunities to improve team productivity through training and process improvements.
• Drive initiatives to improve workforce efficiency and quality of work.

4. Digitization

• Identify opportunities to simplify and digitize existing processes.
• Work with circle and central product/process teams to implement digital solutions.

Key Skills & Competencies

• Strong customer focus and process orientation.
• Good communication and stakeholder management skills.
• Strong problem-solving and analytical abilities.
• Ability to drive process improvements and build team capabilities.
• Strong collaboration and presentation skills.

Educational Qualification & Experience

• MBA or B.E./B.Tech preferred.
• 3- 4 years of experience in capability building, preferably in a service organization.
• Experience in process design and implementation will be an added advantage.