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Process Excellence Manager (Immediate Start)

Process Excellence Manager (Immediate Start)

Bill Gosling Outsourcing IndiaBengaluru, Karnataka, India
21 hours ago
Job description

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

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    Manager • Bengaluru, Karnataka, India

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