About this role
Manager / Sr. Manager – Process Excellence
Location: Mumbai (Local candidates is a must)
Division: Business Transformation
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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.
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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.
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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.
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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.
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Success Metrics
- Cost savings & productivity improvement delivered
- Automation/AI use cases identified and deployed
- KPI improvements across operational metrics
- Stakeholder satisfaction & project execution excellence