Vacancy description

Senior Manager - Process Excellence in Gurgaon, भारत

firstsourc

  • HybridMix of office and remote

Gurgaon, भारत

Sr. Manager – Process Excellence


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.
  • Build business cases for AI/ML and automation-led transformation initiatives.
  • Partner with Digital, Technology, CX, and Operations teams for execution and governance.
  • Track project milestones, measure benefits realization, and ensure adoption.

Must-Have Experience

  • 10+ years in Process Excellence / Business Transformation.
  • Strong BPO industry experience (Telecom domain preferred).
  • Proven track record of delivering measurable business impact.
  • Black Belt Certification (preferred from reputed organization).
  • Hands-on experience with Lean, Six Sigma, CI frameworks.
  • Strong exposure to RPA, Gen AI tools, Analytics platforms.
  • Solid understanding of AI/ML application in operations.

Preferred Skillset

  • Automation tools (UiPath, Automation Anywhere, Blue Prism, etc.)
  • Analytics tools (Power BI, Tableau, SQL, Python – preferred)
  • Strong stakeholder management and communication skills.
  • Ability to work independently in a hybrid setup.

Success Metrics

  • Cost savings & productivity improvement delivered
  • Automation/AI use cases identified and deployed
  • KPI improvements across operational metrics
  • Stakeholder satisfaction & project execution excellence

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