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successfactors

Manager - Process Excellence

Firstsource
Mumbai, IND
Manager · 10+ years experience
Onsite
Discovered 1 weeks ago
power-bipythonsqltableau

Full Job Posting

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. 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. 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. Success Metrics Cost savings & productivity improvement delivered Automation/AI use cases identified and deployed KPI improvements across operational metrics Stakeholder satisfaction & project execution excellence

Preferred Qualifications

  • 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. 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. Success Metrics Cost savings & productivity improvement delivered Automation/AI use cases identified and deployed KPI improvements across operational metrics Stakeholder satisfaction & project execution excellence

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