Manager – Process Excellence – BPO (10-18 yrs)

  • Full Time
  • Mumbai
  • Full Time
  • Mumbai

Engagement Delivery

– Independently design & improve processes and value streams using recognized methodologies such as Lean Enterprise and /or Six Sigma

– Design, setup, and execute process workshops (e.g., 5-day kaizen event)

– Define and scope processes and value streams to be improved, and clearly establish process deliverables

– Facilitate the creation of standard, disciplined processes and the process management controls to sustain, adapt, and continuously improve

– Identify and implement business-facing and customer-facing metrics and design collection processes

– Provide process-related training, integrate within process workshops, and follow-up on application

– Design process-related materials, templates, standard procedures, and learning simulations

– Create and work within enterprise diagrams of all organizational processes and value streams

– Provide ongoing coaching and mentoring on process design & improvement activities, including process management

– Apply change management & project management techniques to drive organizational commitment

– Independently manage projects across multiple work streams facing off to senior stakeholders at CXO level within the business

– Integrate processes with technology, and support IT implementations

– Identify and develop tactical work assignments from strategic and operational business plans

– Integrate with the entire Business Implementation organization

– Act as a process champion to bring process-centric thinking and behaviour

Stakeholder Management

– Excellent stakeholder engagement across levels to ensure stakeholders are informed and able to make required decisions

– Manage stakeholder expectations & provide regular inputs / reports where appropriate

– Identify & manage decision makers / influencers appropriately

People Management

– Manage a team of project consultants through effective people skills to help team members succeed in their respective engagements

– Provide technical guidance related to Process Excellence / Consulting skills where relevant

– Drive the professional growth and development of each individual by working closely with team members to identify short-term and long-term goals; Coach and mentor the team members to achieve their career goals

– Manage conflict within the team (if any) through suitable intervention techniques that promote team camaraderie and collaboration

– Provide an environment of learning through varied initiatives to spread knowledge and awareness on industry trends, emerging technologies and business focus areas

Other responsibilities

– Ensure continued engagement / utilisation of the team through billable engagements

– Work closely with the Function Lead to monitor & track the P&L of the team

– Work collaboratively with other team members across Digital & Knowledge Services and the wider network


– Graduate in any discipline / MBA +

– Minimum 10+ years’ experience in Process consulting with experience of involvement in medium / high impact projects

– PMP / PRINCE2 Agile certification


– Experience on projects in financial services industry is desirable

– Certified on Process Improvement concepts such as Lean & Six Sigma desirable


– Knowledge of project management lifecycle methodology

– Knowledge of MS Project

– Excellent MS Excel, PowerPoint and Word skills

– Investment domain knowledge


– Ability to understand business issues, and understand the business impact of proposed solutions

– Ability to present problems and solutions clearly and concisely both in writing and verbally

– Capable of blue sky thinking – innovative, creative and thinking out of the box

– Ability to demonstrate excellent listening and comprehension skills to formulate appropriate options

– Effective Probing skills and interviewing skills

– Excellent Stakeholder Management skills

– Excellent interpersonal skills

– Negotiation skills


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