Manager - Process Excellence

Manager / Sr. Manager – Process Excellence Location: Mumbai (Local candidates is a must) Division: Business Transformation Role Overview We are hiring a seasoned Process Excellence professional with 10+ years of experience in driving transformation initiatives within the BPO industry (Telecom domain preferred). The role will focus on delivering measurable business impact through Continuous Improvement, Automation, and Next-Gen Digital interventions including Gen AI and Agentic frameworks. Key Responsibilities

• Lead enterprise-wide Process Excellence and Business Transformation initiatives.
• Drive Lean Six Sigma programs (DMAIC, process mapping, gap analysis – AS-IS / TO-BE).
• Identify and deliver cost savings, productivity gains, and quality improvements.
• Conduct data-driven diagnostics to improve KPIs (AHT, FCR, SLA, NPS, error rates).
• Perform RCA and deploy sustainable solutions across operations.
• Identify automation opportunities using RPA and Intelligent Automation.
• Evaluate and implement Gen AI use cases (copilots, QA automation, call summarization, virtual assistants).
• Assess Agentic AI opportunities for workflow orchestration and autonomous task enablement.
• Leverage advanced analytics (descriptive, diagnostic, predictive) for opportunity identification.