Manager - Process Improvement

What Youll Need

• 8+ years of relevant experience in

  process excellence

  , preferably within

  BPO

  ,

  shared services

  , or

  back-office operations

• Strong knowledge of back-office workflows; exposure to voice support processes a plus
• Hands-on experience as an individual contributor in driving Six Sigma or Lean projects (Green Belt or Black Belt preferred)
• Proven experience in identifying operational gaps and delivering measurable improvements
• Excellent communication and presentation skills with the ability to influence stakeholders at various levels and foster a culture of continuous improvement and quality
• Strong analytical skills with expertise in tools like Excel, Power BI, or similar platforms
• Exposure to tools like Visio, Minitab, or other process mapping and analysis software Familiarity with quality frameworks such as ISO, COPC, etc
• Experience in creating training content and delivering process-related training sessions

About the Role

We are seeking a dynamic and hands-on Manager - Process Improvement to lead initiatives that enhance operational efficiency, improve quality and scale our Market Operations Teams. This role is ideal for an individual who is hands-on, has a proven track record in process excellence, Six Sigma practices and stakeholder engagement.

What You’ll Do

• Drive end-to-end process improvement and quality enhancement initiatives using Lean, Six Sigma, and other methodologies
• Identify process inefficiencies across back-office, voice teams and implement enhancements
• Design, implement performance improvement projects with measurable outcomes
• Collaborate closely with cross-functional stakeholders including operations, Product, BPO, quality, technology teams and Leadership teams
• Conduct periodic process audits, root cause analyses, and risk assessment
• Develop, update, and maintain SOPs, process documentation, and knowledge bases
• Facilitate training sessions to build process maturity and awareness within teams
• Lead the adoption of industry best practices and tools across operations
• Build frameworks and governance for continuous improvement
• Scale up team through data-driven decision-making and operational insight