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Process Excellence Manager
Bill Gosling Outsourcing IndiaBengaluru, Karnataka, India18 days ago
Job descriptionOversee multiple projects across different Lines of Business (LOBs), ensuring timely delivery and quality standards. Lead a diverse team of 20+ members, including Business Analysts, Process Excellence Leads / AMs & content developers. Foster a collaborative and high-performance culture by setting clear goals, mentoring team members, and driving accountability. Identify process gaps and implement efficiency-driven solutions to improve workflows and service delivery. Work closely with Process Excellence Analysts to standardize operations, reduce inefficiencies, and drive continuous improvement. Leverage data insights to track performance, optimize processes, and ensure compliance with internal and client-defined SLAs. Currently working as at least Assistant Manager or Manager for 2+ years Strong Analytical & Problem-Solving Skills Should have demonstrated project / program management skills Extensive understanding of mistake proofing & automation tools Lean Six Sigma GB certified (or BB trained) would be added advantage Experience of E-Commerce / Internet Industry either directly with organizations in this space or indirectly as a service provider would be an added advantage People management skills Great communication skills, Self-Motivated Independent worker, Excellent interpersonal skill Strong stakeholder and client management skills. Ability to lead and manage a diverse team across multiple functions. Excellent analytical, problem-solving, and decision-making abilities. Proficiency in project management tools, reporting dashboards, and financial systems is a plus.
Role Overview :
The Operations Excellence Manager is responsible for overseeing and optimizing end-to-end
business operations while ensuring high-quality service delivery. This role involves client
management, people & performance management, and cross-functional team leadership, with a focus on process efficiency, stakeholder collaboration, and business growth.
Key Role Deliverables :
- Business Transformation (80%)
- Design & implement operational excellence framework best suited for the vertical
- Formulate & Manage detailed KPI table across all businesses in e-commerce domain
- Identify and lead improvement initiatives in internal business / operational processes
- Drive innovation & automation for waste elimination & efficiency improvement
- Engage the employee base in various operational excellence initiatives
- Service Delivery (20%)
- Provide service delivery support to process owners (located at different location). This includes people management, performance tracking / financial analysis(Invoicing) & ensuring team is adhering to BGO Policies / standards.
- Ensuring adherence to service levels as defined by the client
- Headcount management / co-ordination at client site.
Project & Team Management
Operational & Process Excellence
Required skills and attributes
Keynotes :
Work from Client location (leading ecom / shopping website)
5 Days working / India work hours
Salary up to 12 LPA + Benefits & Perks
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Manager • Bengaluru, Karnataka, India
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