Process Excellence Manager

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Role Overview

The Process Excellence Manager will be responsible for designing, standardizing, and optimizing core business processes across driver sourcing, asset lifecycle management, collections, NBFC partnerships, and technology workflows. This role will ensure that operational playbooks are scalable, data-backed, and tightly linked to business outcomes such as driver retention, faster onboarding, lower defaults, and smooth city expansion.

Key Responsibilities

1. Process Design & Standardization

1. Map end-to-end processes across business verticals:

• Driver credit assessment & onboarding
• Fleet lifecycle management (asset allocation, maintenance, recovery)
• Collections & payouts
• NBFC financing & co-lending workflows
• Support on Aggregator integrations & API-linked operations

       2. Develop and implement SOPs, checklists, and overview frameworks for each stage.

       3. Ensure SOPs are standardized across cities and ready for replication during rapid ramp-up.

2. Process Improvement & Automation

• Identify bottlenecks, leakages, and inefficiencies across workflows using data and field audits.
• Work closely with Product & Tech teams to automate repetitive workflows e.g., lead handling, credit rule engine, payout accounting, asset tracking, and telecaller workflows.
• Drive Lean / Six Sigma projects to improve TAT, reduce error rates, and increase throughput in sourcing, onboarding, and collections.

3. Data, Metrics & Governance

1. Define process KPIs, such as:

• Lead-to-onboarding conversion rates
• Asset utilization & turnaround times
• Collections efficiency & default rate triggers
• City-level operational SLA adherence

       2. Build real-time dashboards & reporting cadences for leadership to track process performance.

       3. Set up audit mechanisms to ensure adherence to regulatory (RBI/NBFC) and internal SOPs.

4. Cross-Functional Stakeholder Management

• Partner with Driver Sourcing, Fleet Ops, Finance, Product, and NBFC partners to implement process improvements end-to-end.
• Act as a bridge between ground operations and central strategy, ensuring processes are practical, not just theoretical.
• Train regional city teams, sourcing managers, and telecallers on new processes & SOPs.

5. Scale-Up Readiness

• Design process blueprints for new city launches driver sourcing, NBFC readiness, demand mapping, service network tie-ups.
• Create a city-in-a-box operational template to enable faster rollouts.
• Anticipate process gaps that emerge at higher volumes (e.g., collections reconciliation, driver churn management) and proactively address them.

Key Requirements

• Bachelors/Masters in Business, Engineering, Operations, or related field.
• 5-10 years experience in Process Excellence / Business Transformation / Ops Strategy, preferably in mobility, fintech, leasing, or gig workforce platforms.
• Proven experience in process mapping, SOP design, and workflow automation.
• Good to have familiarity with Lean / Six Sigma methodologies, Green Belt or higher preferred.
• Strong analytical & problem-solving skills, with proficiency in Excel, BI tools, or process modeling software.
• Excellent stakeholder management and communication skills.
• Ability to work in a fast-scaling, on-ground operations environment.

Why This Role Matters

This role is critical to scaling efficiently-- ensuring that every rupee of AUM deployed, every vehicle on the road, and every driver onboarded flows through a clean, automated, and measurable process. You will be the backbone that allows the company to expand from pilot to multi-city operations without chaos.