Job Description for Process Excellence (PEX) – Team Manager/ Senior Associate 

Location - Mumbai/Pune

Role Purpose 

The Process Excellence (PEX) role is responsible for driving operational excellence, quality, productivity, and transformation outcomes across multiple delivery accounts. The role applies Lean, Six Sigma, Continuous Improvement, Automation, and Digital transformation principles to deliver measurable business value, improve process maturity, and strengthen governance and compliance. 

Desired Profile / Qualifications 

Mandatory 

• 5+ years of relevant experience in Process Improvement / Business Transformation / Process Excellence 

• Lean Six Sigma Green Belt certification from a reputed organization with strong command over DMAIC and Lean concepts 

• Proven experience in data‑driven problem solving and benefits realization 

• Strong logical, analytical, and structured thinking skills 

• Ability to independently design solutions for complex business problems 

• Hands‑on expertise in MS Excel, PowerPoint, Visio, and Minitab 

• Excellent communication, stakeholder management, and presentation skills 

Good to Have 

• End‑to‑end experience in RPA, Analytics, AI/ML‑driven automation 

• Exposure to contact center operations and telephony processes 

• Prior experience working in IOA / BPM / Shared Services environments

Key Responsibilities 

·       Lead end‑to‑end process improvement and transformation initiatives across accounts

·       Drive and manage Lean Six Sigma programs and projects to deliver measurable outcomes

·       Ensure realization and tracking of targeted process improvement benefits

·       Demonstrate strong capability in analyzing large data sets and deriving actionable insights

·       Review and assess existing processes, systems, and technologies to design optimized future‑state process flows

·       Implement Robotic Process Automation (RPA), AI/ML solutions, and platform enhancements, and quantify business impact post‑implementation

• Build systems to leverage synergies from different business units/Cross functional teams to deliver to commitments (Automation/Analytics/IT/Operations/Risk etc.)

·       Operate with a strong problem identification, root‑cause analysis, and solution‑oriented mindset

·       Partner with senior leadership and operations teams to design and execute continuous improvement programs that exceed client expectations

·       Exhibit strong project management expertise, with experience managing multiple high‑impact, business‑critical initiatives concurrently

·       Communicate key business insights effectively in decision‑making forums, ensuring informed decisions and strong stakeholder alignment

·       Engage effectively with global clients and stakeholders, representing the organization across cultures and forums

·       Bring hands‑on expertise in process design and analysis tools such as Visio, Minitab, and MS Office