Manager – Process Excellence

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  • Salary:
    ₹15,00,000 - ₹19,00,000
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Should be Six Sigma Black belt with atleast 2-3 black belt projects in F&A Domain

Exp: 13 – 15 years





Mission of the position:


  • Driving implementation and support activities to improve organizational processes, in line with the corporate concepts of Business Excellence.  Enabling the company to deliver on strategic objectives and becoming a benchmark in the market in which it operates.


  • Responsible for driving operational excellence as part of service delivery and building a sustainable improvement capability to encourage a culture of Continuous Improvement.


  • Accountable for adding value to existing policies and procedures through driving standardization, optimization and automation.


Reporting lines and interactions:


Hierarchically reports to:  Managing Director Noida, dotted Line to Operational Excellence and Strategic Development Senior Manager.  The Contact Center Supervisor is a direct report to this position.




  • Preferable Black Belt Certified with knowledge of Lean, Kaizen & Six Sigma tools.
  • Desirable basic knowledge in Quality Management Systems (ISO / API).
  • Experience of audit execution.
  • Advanced use of all Microsoft Office applications.
  • Fluency in verbal and written English language.
  • Significant experience using Root Cause Analysis & methodology.


Main Accountabilities:

  • Establish and manage a robust plan for successful deployment of GBS business excellence objectives.
  • Deliver on all stages of improvement projects, analyzing effectiveness between what was foreseen and results achieved, reassessing if the objectives are not achieved.
  • Identify opportunities for improvement in the organization’s processes, through analysis and evaluation considering the strategic objectives.

·         Identify and lead continuous improvement programs through empowerment and leadership.

  • Drive elimination of process inefficiencies using business and analytical skills.
  • Lead the design and development of quality related initiatives and ensure quality measures are aligned with overall Business objectives.
  •  Deliver year on year efficiency savings in parallel with improvements in service quality.
  • Work closely with GBS organizations to facilitate training and education on operational excellence tools and techniques for sustainable long term improvements.
  • Responsible for reporting of GBS performance (Service Level Agreements) to track overall performance against key metrics, identify trends and areas of improvement.
  • Work with Tower, Pyramid and Functional Leads to optimize the quality of the assigned projects by recognizing, enhancing and sharing quality best practices.
  • Document each stage of improvement projects in a standardized way, making available in the GBS Business Excellent SharePoint, for consultation and use by all stakeholders.
  • Responsible for influencing and leading key business stakeholders at all levels, internal and external without direct managerial authority.
  • Lead and facilitate high impact projects, with an ability to simplify complex processes in alignment with business requirements.
  • Acts as a change agent for implementing improved processes.
  • Strong communications and interpersonal skills.  Must be innovative and decisive.



  • University degree. Ideally to have a background in Finance, Accounting, Engineering or other related numerical discipline.
  • 12 + years experience in successful implementation of change projects, lean systems, and six sigma projects.
  • High level business excellence related certifications such as Six Sigma and Master Black Belt.
  • Demonstrated experience in leading and project managing concurrent multiple projects and organizational transformation as a Six Sigma and Black Belt professional.
  • Experience in identifying key process and performance measurements for customer satisfaction and volume growth.
  • Demonstrated experience of Six Sigma and Lean techniques for systemic and continual process improvements.
  • Facilitation and analytical problem solving skills to drive significant process and performance improvement within multiple organizations and business functions.
  • Demonstrated capability to develop training material and deliver training in Six Sigma and Operational Excellence across business functions.
  • Ability to visualize and oversee the design of new concepts and ideas related to the broader organization as well as functional area of expertise
  • Broad knowledge of business operations and ability to implement and lead organizational change effectively.
  • Strong ability to persuade and influence cross-functionally at all levels is critical.
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