Process Excellence Manager

Roles & Responsibilities :

Lead multiple engagements and be responsible for resolving complex business problems Design / Deploy Service Quality framework that provides insights into the business conditions for enhancing process efficiency, improve quality and aide predictability of Operations Health Ability to understand, define & monitor the business indicators (Lagging & Leading Indicators) Sound understanding of Early Warning system(s) and be able to design as per business need Expertise in performing Risk & Controls assessment / FMEA and create / propose a robust controls framework Create Process Health Dashboards & reports, perform ad-hoc analysis, and implement action plans Drive ongoing / identified service assurance initiatives, continuous process improvement program Accountable for data accuracy, timeliness and overall quality of the overall work product

QUALIFICATIONS : Degrees, Certifications, Experience :

Minimum of

10+ years of overall experience, with at least 5-7 years in Continuous Improvement, Process Excellence or Operational Excellence roles . Engineering degree; post-graduation in management or a related field preferred. Black Belt / Master Black Belt certification or Lean Master certification

from a recognized institution. Proven results orientation, with a track record of tackling new challenges and achieving stretch goals. Strong team leadership skills, fostering open communication

and a performance-oriented culture. Excellent collaboration and

influencing abilities, with experience in building networks

across geographies. Strategic orientation, with the ability to understand business context and articulate evolving priorities. Change leadership skills, with a focus on

innovation, risk-taking, and championing new ideas .

• Excellent knowledge about service quality both in Operations and support functions.

Preferred domains : Insurance Supply Chain, Utilities, Healthcare, Customer support