Process Excellence Manager

Role Overview

The Process Excellence Manager is tasked with integrating Lean methodologies into everyday operations, fostering continuous process improvements through standardized workflows, vigilant daily management, and smart automation technologies. Collaborating closely with Operations Leaders, Team Leads, and Technology teams, this role focuses on streamlining processes, eradicating inefficiencies, and boosting productivity by leveraging Lean methods, AI agents, and robotic process automation (RPA). A balance of direct Lean application and enabling practical automation is essential to ensure sustainable and measurable improvements aligned with business goals such as cost reduction, productivity gains, timely SLA delivery, and enhanced candidate experience.

Primary Duties & Responsibilities

• Implement Lean principles deeply within operational workflows and leadership practices.
• Facilitate and support daily team huddles, tiered management routines, and visual performance boards.
• Coach team leaders and operations managers on problem-solving and appropriate escalation procedures.
• Develop and maintain standard operating procedures for both operational tasks and leadership activities.
• Drive comprehensive process improvement projects targeting quality enhancement, productivity increase, reduced cycle times, and elevated customer satisfaction.
• Perform diagnostics using Lean analytical tools like value stream mapping, waste identification, and root cause analysis.
• Organize and lead Kaizen events and structured workshops for continuous improvement.
• Translate improvement findings into actionable and quickly implementable operational changes.
• Identify and assess automation possibilities including RPA, AI-powered digital agents, and workflow system improvements.
• Collaborate with Technology and Operations teams to design, implement, and stabilize automation solutions respecting Lean principles (prioritizing simplification before automation).
• Define and monitor key performance indicators to quantify benefits from Lean and automation initiatives, ensuring these improvements are institutionalized within standard work.
• Oversee post-implementation performance and initiate corrective measures when necessary.
• Create transparent performance dashboards and maintain visual management tools.
• Build trusted partnerships with operational leadership and stakeholders, promoting Lean and problem-solving capabilities within the organization.
• Influence cross-functional alignment and adoption without direct authority, acting as liaison among Operations, Transformation, and Technology teams.

Qualifications & Experience

• Bachelor’s degree in Business, Engineering, Operations Management, or related disciplines.
• Minimum of 8 years’ experience in operations excellence, continuous improvement, or transformation roles, preferably within transactional or service operations.
• Proven hands-on experience with Lean implementations and continuous improvement methodologies.
• Experience collaborating with automation teams working on RPA, workflow tools, or AI-driven digital agents.
• Demonstrated leadership experience within operations teams.
• Strong skills in facilitation and managing stakeholder relationships.
• Lean Six Sigma certification is preferred, either Green Belt or Black Belt.
• Background in offshore delivery, shared services, or BPO environments is advantageous.
• Experience implementing daily management systems and tiered huddles.
• Familiarity with AI-enabled agents and intelligent automation technologies.
• Exposure to change management or organizational transformation initiatives.