Manager, Process Excellence & Change

Job Description : Job Title-Manager, Process Excellence & Change

About the Function: Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale. With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the crucial services that support our day-to-day performance, from finance to operations and beyond. It’s a truly global environment, where collaboration across time zones and cultures is part of everyday life. You’ll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It’s a great place to learn, grow and see the bigger picture. About the team: (TE)

About the role: JD- Manager- OTC Process Excellence (L5A) As Manager - OTC Process Excellence, you will work closely with the senior management team to drive Process Excellence Initiatives and Projects across the Order to Cash Function and bring efficiencies and effectiveness in processes. This could be an individual contributor or team leader role and requires you to work in partnership with various stakeholders across the Global Business Services (GBS) and broader business/markets/regions. This role is pivotal to develop a culture of Process Excellence and Innovation, by strengthening the quality of end to end processes. Key responsibilities and accountabilities · Develop process improvement and innovation strategy for the aligned business towers / segments working closely with customer / business / IT / PMO / process stakeholders. · Responsible for overall end to end customer experience / satisfaction; service delivery health and continuous improvement projects for the aligned business towers/segments. · Plan, Identify and Execute CI projects and manage process improvement program for the assigned Business. · Plan and drive value stream / process mapping workshops to map current state and identify waste and improvement opportunities to create a lean and agile future state design of the value streams/processes delivering efficiency and effectiveness goals against the targets / benchmarks · Support partner concerns, customer complaints/issues, Root Cause Analysis, Data Analytics and Action Planning to provide solutions to address and mitigate the risk/issues. · Work in partnership with operations managers and capability leader to study and analyze trends in process improvements, transformation, intelligent process automation and plan targeted interventions to bridge capability gaps by ensuring right training interventions · Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization as required. · Mentor Process Improvement Teams to improve internal quality and customer satisfaction (CSAT/ NPS). · Mentor Lean and Green Belt projects across the function to drive process improvements and efficiency Qualification & Skills · Background in Order to Cash in a Global FMCG organisation or Service Provider servicing FMCG accounts is critical to the role · Certified Black Belt in Lean Six Sigma from reputed institutes and/or organisations · Solid understanding of Quality and Process Improvement Methodologies (Six Sigma, LEAN) · 8-12 years of professional experience, with 5+ years, of experience working with the senior management team · Strong understanding of the relationship between process, organization, and business objectives · Ability to innovate and enhance procedures and methods to increase productivity & cost-effectiveness · Excellent communication and partner management skills · Proficiency with MS Office (Excel, Power Point) and Minitab