Delivery Excellence Operations Manager - BPO

Job Description

Job Title: Delivery Excellence Operations Manager Location: Chennai / Kolkata Experience Required: 8- 14+ years in BPO operations with a strong focus on process improvement and transformation Job Description We are seeking a dynamic and experienced Delivery Excellence Operations Manager to join our team in Chennai or Kolkata. This role is pivotal in driving operational excellence and continuous improvement initiatives across our global BPO engagements. The ideal candidate will have a proven track record of leading Lean Six Sigma projects, delivering impactful results through transformation strategies, and leveraging automation technologies. Key Responsibilities Lead and implement Continuous Improvement (CI) initiatives across assigned engagements, fostering a culture of operational excellence. Deploy and mentor Lean Six Sigma (LSS) projects with a focus on digital transformation and Robotic Process Automation (RPA). Drive the adoption of Quality Management Systems (QMS) to standardize best-in-class processes. Conduct process assessments, identify improvement opportunities, and lead ideation-to-implementation cycles. Promote global collaboration by sharing innovations, new methodologies, and benchmarks across centers. Design and maintain Balanced Scorecards and leadership dashboards for performance reporting. Support training initiatives to strengthen the organization's DNA in Lean and Six Sigma practices. Collaborate with teams to adopt emerging technologies such as AI, chatbots, process mining, and cloud-based analytics solutions. Provide consulting support for Big Data Analytics and help shape cloud computing strategies. Qualifications & Skills Lean Six Sigma certification is required; Black Belt (BB) preferred (internal or external certification). Must have led at least one high-impact BB project (e.g., FTE savings, revenue impact, or significant dollar savings via DMAIC), along with 4-5 other improvement projects. Strong data analysis skills including statistical inference and use of tools such as Minitab, R, Python, or SAS. Hands-on experience in CSAT improvement, AHT reduction, and TAT optimization projects. Excellent understanding of RPA tools such as UiPath, Blue Prism, Automation Anywhere, and basic exposure to AI technologies. Proficiency in dashboard and reporting tools like Power BI, Tableau, or QlikView. Understanding of AGILE project management methodologies is a plus. Prior experience in conducting training sessions/workshops for Lean Six Sigma and transformation initiatives. Preferred Background 8-14+ years of experience in the BPO industry, with strong exposure to delivery excellence functions. Demonstrated ability to lead transformation efforts with measurable business outcomes. Experience with cloud-based services, AI integration, and modern automation tools. Project leadership experience rather than merely supporting roles in LSS projects. Join us in shaping the future of BPO delivery through innovation, transformation, and excellence. (ref:iimjobs.com) Show more Show less