Process Excellence Manager

Essential Duties and Responsibilities:

Developing and Executing Key Process Improvement & Digital Transformational Project Roadmaps for the aligned businesses

Conduct process discoveries/analysis of existing processes, systems, and workflows to identify potential bottlenecks and opportunities for digital transformation using RPA, AI, Power Automate and workflows

Develop and implement strategies to drive digitization, automation, and process improvement initiatives

Provides appropriate challenge to the business to embed continuous improvement as a culture and support the delivery of outcomes in conjunction with the Change and Implementation Lead

Assess, Identify, and deploy intelligent automation through generative AI, Conversational bots to the aligned automation

Ability to analyse customer behavior based on NPS/CSAT. Suggest significant changes through digital transformations.

Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement

Engage with senior stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.

Identify opportunities to improve business profitability and deploy solutions

Engage with Clients to identify opportunities and drive Key business priorities

Lead BB Level Projects, and coach & mentor Green Belts.

Provides oversight for the alignment to the Coe governance model, ensuring opportunities are assessed, selected and prioritized with a strategic lens and agnostic of tool.

Provide innovative leadership in driving quality performance

Ensure the use of problem solving and root cause analysis where necessary

Deploy framework to improve Process performance on the shop floor.

Lead VSM and Problem-Solving Workouts with the various businesses

Monitor & audit the deployed processes for effectiveness & efficiency

Responsible for generating business impact for the clients using the CI methodologies and frameworks

Key Performance Indicators

Value delivered through projects in support functions

Automation identification and deployment support

Project Management and Process Improvement

Facilitating change

Facilitate Idea generation and idea management.

Supporting training delivery as required

Qualification & Experience:

Strong analytical, problem solving, facilitation and project management skills

Experience in Value Stream Mapping

Experience in facilitating problem solving workshops /kaizen events / Design sprints.

Automation experience

Knowledge on Generative AI, process mining tools and RPA tools

BPO/KPO experience

Desirable:

Agile Certification

Gen AI Certification

Process Mining certification

Competencies:

Change Management

Fostering Partnerships with stakeholders

Managing Transformation

Customer obsessions / Excellence

Leading Teams

Working Across Boundaries

Educational/Vocational/Previous Experience Recommendations:

College degree is a must.

Minimum 3-5 years Process Excellence experience in a contact service environment