Process Lead

Job Description for Process Lead :

Name of the Position -

Brief Background

With the rapid evolution of digital service delivery and the increasing emphasis on lean, scalable, and auditable operations, the role of a Process Lead/Consultant becomes critical in standardizing processes, reducing operational inefficiencies, and aligning delivery with strategic business goals.

Name of the Role/ Domain -

What the Role Needs to Achieve-

• Establish and enforce a culture of consistent process execution across teams.
• Build and maintain auditable, documented processes for compliance and quality assurance.
• Leverage analytics and automation to identify, design, and execute continuous process improvements.
• Act as a liaison between business and technical stakeholders (Sales, Delivery, Quality, Tools, etc.) to streamline operations.
• Foster cross-functional collaboration to drive adoption of AI/digital solutions and process maturity.

Location -

ROLES AND RESPONSIBILITIES :

• Drive process standardization and reduce delivery variance across teams.
• Ensure high-quality outcomes through regular process audits, documentation, and compliance enforcement.
• Analyze operational inefficiencies, perform RCA, and recommend automation or lean improvements.
• Implement and track continuous improvement initiatives using Kaizen and Agile methods.
• Support and monitor digital transformation initiatives, including adoption of AI/ML-enabled processes.
• Develop and maintain KPI dashboards (Power BI/Excel) for governance and insight generation.
• Engage with cross-functional teams to collect feedback, provide metrics, and close performance loops.
• Act as SPOC for service reviews, escalation management, and process health checks.
• Document workflows, SOPs, and improvement plans with regular updates for internal stakeholders.
• Coach and mentor teams on process adherence, compliance, and tool utilization.

ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED :

• Strong analytical, communication, and project management skills.
• Deep understanding of process design, governance, and automation frameworks.
• Proficient in tools like Power BI, JIRA, Confluence, Salesforce, MS Office Suite, and Vision.
• Ability to manage multiple initiatives simultaneously and lead change management.
• Stakeholder engagement and vendor management skills.
• Knowledge of Lean, Six Sigma, Agile, and ITIL practices.

EDUCATIONAL QUALIFICATIONS :

• Graduate (Any Stream) – Preferably in IT/Engineering

Certifications preferred:

• Lean Six Sigma Green Belt
• PRINCE2 Foundation / Practitioner
• PMP or equivalent project management certification.

EXPERIENCE :

• 6 to 12 years of experience in Process Improvement, Project Management Office (PMO), or Operational Excellence roles.
• Proven track record in leading cross-functional projects, automation initiatives, and governance frameworks.
• Hands-on experience with reporting, RCA facilitation, SOP creation, compliance documentation, and digital tools implementation.