Senior Manager- Process Excellence

Position Summary:

The Senior Manager Process Improvement (Black Belt) will lead initiatives to optimize processes, enhance customer experience, and drive operational excellence. This role is responsible for identifying opportunities for improvement, leading cross-functional teams, and implementing sustainable changes to achieve strategic objectives for our clients.

Key Responsibilities:

Customer Experience Optimization:

• Lead the transformation of customer experience journeys, ensuring they align with our & client organizational goals and exceed client expectations.
• Utilize data-driven insights to identify pain points and design strategies to improve key CX metrics such as NPS, CSAT, and FCR.

Process Improvement Projects:

• Drive Lean Six Sigma projects across multiple business functions to reduce inefficiencies, improve quality, and deliver measurable results.
• Partner with stakeholders to identify process gaps, define project scope, and implement sustainable improvements.

Automation and Digitization:

• Collaborate with IT and digital transformation teams to identify opportunities for automation and digitization across operations.
• Evaluate and deploy advanced technologies, including robotic process automation (RPA) and workflow optimization tools, to enhance productivity and reduce manual interventions.

AI-Driven Innovation:

• Champion the integration of artificial intelligence solutions into operational processes to enhance decision-making, streamline workflows, and improve customer outcomes.
• Stay abreast of AI trends and recommend applications for predictive analytics, chatbots, and other AI-powered tools.

Leadership and Stakeholder Management:

• Act as a change agent, fostering a culture of continuous improvement and innovation.
• Engage with senior leadership and clients to communicate project progress, outcomes, and value delivered.
• Provide mentorship and guidance to Green Belts and other team members in the application of Lean Six Sigma methodologies.

Performance Metrics and Reporting:

• Develop dashboards and reports to track the performance of improvement initiatives.
• Monitor ROI for projects and ensure alignment with organizational goals.

Qualifications and Skills:

• Bachelor’s degree in business administration, Engineering, or a related field (master’s degree preferred).
• Certified Lean Six Sigma Black Belt (mandatory).
• 12+ years of experience in process improvement, with a proven track record of driving transformational projects in a BPO or CX environment.
• Strong understanding of customer experiences metrics and journey mapping.
• Experience with automation tools (e.g., RPA) and AI solutions.
• Excellent leadership, problem-solving, and stakeholder management skills.
• Ability to handle complex projects in a fast-paced, dynamic environment.

What We Offer:

• A dynamic and collaborative work environment.
• Opportunities to work on innovative projects with global clients.
• Competitive compensation and benefits.
• Professional growth and development opportunities.