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Service Excellence Leader - Fin Crime

Service Excellence Leader - Fin Crime

12 - 17 years

11 - 15 Lacs

bengaluru

Posted:4 days ago| Platform:

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Skills Required

compliance six sigma process excellence service management ai workforce management root cause analysis automation automation tools service delivery stakeholder management performance management digital transformation ml

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Service Excellence Leader Managed Services

Employment Type Full-Time

Experience Level Manager/ Senior Manager

Role Overview

We are hiring multiple Process/Service Excellence Leaders (4) to drive operational excellence across Managed Services engagements in specialized domains

TechOps (1)

Risk Financial Crime (1) & Compliance (1)

Cyber Services (1)

These leaders will be responsible for ensuring delivery quality, adherence to SLAs, embedding best practices, and leading continuous improvement initiatives leveraging Six Sigma, ITIL4, AI, and Automation.

Key Responsibilities

Process And Service Excellence

Define and implement frameworks for service quality and operational excellence.

Drive standardization, automation, and optimization across Managed Services.

Continuous Improvement

Apply Lean & Six Sigma Black Belt methodologies to reduce defects and improve efficiency.

Identify opportunities for automation and AI-driven enhancements.

Implement automation and AI-driven solutions for efficiency and cost optimization.

Performance Management

Monitor delivery KPIs and operational metrics across assigned domain.

Drive root cause analysis and implement corrective actions for service deviations.

Drive initiatives for cost optimization, productivity improvement, and risk mitigation.

Governance And Compliance

Ensure adherence to ITIL4 principles and service management best practices.

Maintain compliance with contractual SLAs, regulatory requirements, and risk controls.

Domain Leadership

Define best practices and ensure alignment with industry standards.

Develop and enforce domain-specific standards and controls.

Performance Management

Monitor KPIs and service metrics; lead root cause analysis for deviations.

Drive initiatives for cost optimization, productivity improvement, and risk mitigation.

Stakeholder Engagement

Partner with clients and internal leadership to ensure transparency and trust.

Conduct executive-level reviews and present improvement roadmaps.

Partner with internal functions like Quality, Training, Workforce Management,

Talent, and others to drive standardization and industrialization across delivery streams.

Required Skills And Qualifications

Experience12+ years in IT/ITES Managed Services delivery, with at least 5 years in a leadership role.

Certifications

Six Sigma Black Belt (mandatory)

ITIL4 Foundation or higher (preferred)

Strong knowledge of AI, automation tools, and digital transformation strategies.

Proven track record in process excellence and service delivery improvement.

Excellent communication, stakeholder management, and leadership skills.

Preferred Attributes

Strategic thinker with a passion for operational excellence.

Ability to influence and lead cross-functional teams.

Strong analytical and problem-solving skills.

Experience in automation, AI/ML adoption, and compliance frameworks.

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Service Excellence Leader - Fin Crime