Process Excellence Manager

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

Oversee 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.

Operational & Process Excellence

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.

Required skills and attributes

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.

Keynotes :

Work from Client location (leading ecom / shopping website)

5 Days working / India work hours

Salary up to 12 LPA + Benefits & Perks