Process Excellence Manager

Job Title: Quality & Transformation Leader – BFS Domain | Six Sigma Black Belt

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About the Role

We are looking for an experienced Quality & Process Excellence professional to join our team and lead strategic transformation initiatives across our BFSI client accounts. This role demands a strong foundation in quality frameworks, operational control, client engagement, and a track record of driving impactful business improvements.

Key Responsibilities

• Drive process improvements using Lean Six Sigma, automation, analytics, and other transformation levers
• Lead and mentor teams to deliver measurable business impact through improvement projects
• Collaborate directly with clients to manage transitions, identify critical quality risks, and ensure delivery excellence
• Conduct risk assessments, perform root cause analysis, and implement effective corrective actions
• Support RFPs and solutioning from a quality standpoint
• Identify opportunities for automation and perform feasibility assessments
• Establish governance frameworks for projects and represent successful initiatives in external forums or award platforms

Required Skills and Experience

• Experience managing real-time operations (inbound/outbound calls, chats, emails) in a BPO/KPO or shared services environment
• Proven experience in delivering successful transformation projects with business impact
• Strong analytical and problem-solving skills with a clear understanding of cost/value estimation
• Excellent written and verbal communication skills
• Hands-on experience with quality management systems such as ISO 9001 and CMMI
• Quick learner with a solution-oriented mindset and awareness of emerging technologies

Preferred Background

• Domain knowledge in BFSI, particularly investment banking, capital markets, or customer service operations
• Experience working with global clients and leading cross-functional teams
• Recognized contributions to external awards or forums related to process excellence