Program & Analytics Manager - Process Excellence & Automation

Program & Analytics Manager - Process Excellence & Automation

Location: Gurugram

Experience: 4 - 6+ Years

Function: Operations / Program Management / Analytics

Reporting to: Director - Operations

About the Role:

We are looking for a strong Program & Analytics Manager who can combine data, process excellence, technology, and business execution to improve the efficiency, scalability, and cost-effectiveness of our Operations.

The role will own key process improvement and analytics programs, identify operational inefficiencies, drive automation, build data-driven solutions, and work closely with Product, Tech, and Operations teams to solve complex business problems.

The ideal candidate is a hands-on problem solver who can work with SQL, Python, Excel, BI tools, and AI tools while also having the ability to drive cross-functional programs from problem identification to solution, implementation, and measurable impact.

Key Responsibilities:

Process Excellence & Program Management:

- Identify bottlenecks, inefficiencies, manual dependencies, quality gaps, and cost leakages across Operations.

- Drive process improvement and automation initiatives with clear milestones, owners, KPIs, and business outcomes.

- Analyze processes, identify root causes, and design scalable operating models.

- Identify and implement opportunities to improve productivity, TAT, quality, utilization, and cost efficiency.

- Build business cases and ROI analysis for process improvement and automation initiatives.

- Track initiatives through implementation and measure the actual business impact.

Analytics, Reporting & Data:

- Analyze large and complex datasets to identify trends, patterns, anomalies, and improvement opportunities.

- Develop automated reports, dashboards, scorecards, and management MIS.

- Build analytical models for capacity planning, productivity, cost, forecasting, and operational performance.

- Develop and maintain data collection, reporting, and analytical frameworks.

- Perform data extraction, cleansing, validation, reconciliation, and quality checks.

- Ensure data integrity, consistency, normalization, and reliability across reporting systems.

- Translate business problems into clear data requirements, KPIs, and analytical solutions.

Automation, AI & Technology:

- Use Python and SQL to automate repetitive analysis, reporting, reconciliation, and operational workflows.

- Identify opportunities to eliminate manual processes through automation and technology.

- Leverage AI tools such as ChatGPT, Claude, Gemini, GitHub Copilot, etc. to improve productivity, analytics, reporting, RCA, and process automation.

- Work with Tech teams to convert operational requirements into scalable technology solutions.

- Evaluate new AI/automation tools based on business impact, scalability, and ROI.

Product & Tech Collaboration:

- Act as the bridge between Operations, Product, and Engineering/Tech teams.

- Convert operational pain points into structured product and technology requirements.

- Partner with Product and Tech teams on requirement gathering, prioritization, UAT, implementation, rollout, and adoption.

- Evaluate changes to source production systems and assess their operational and analytical impact.

- Measure the impact of technology initiatives using data and business KPIs.

Cost & Productivity Management:

- Develop and maintain cost, productivity, capacity, and utilization models.

- Identify opportunities to reduce operating costs while maintaining quality and SLA.

- Analyze manpower utilization, productivity, cost per unit, capacity, and process efficiency.

- Build scenario models to support manpower planning, automation, outsourcing, and scalability decisions.

- Provide leadership with clear visibility into cost, capacity, productivity, and improvement opportunities.

What Success Looks Like:

The person should deliver measurable improvements in:

- Cost per unit / operating cost

- Productivity and capacity utilization

- TAT and SLA adherence

- Automation and reduction in manual effort

- Quality and reduction in rework

- Data accuracy and reporting visibility

- Process scalability

- Successful Product/Tech initiatives

- Identification and realization of cost-saving opportunities

We are not looking for someone who only tells us what happened. We need someone who can identify why it happened, define what needs to change, build or drive the solution, and measure the impact.