Senior Manager - Process Excellence

Firstsource

Pay not stated in the posting

Gurugram, HR, IN, 122009

Found 2 days ago · Confirmed live 18 min ago

Apply

Skills this job asks for

  • Power BI
  • Tableau
  • SQL
  • Python
  • UiPath
  • Robotic Process Automation (RPA)
  • Six Sigma
  • Process Mapping
  • Gap Analysis
  • Root Cause Analysis
  • Lean
  • DMAIC

Tailor your resume for this job

See which of these skills you have, and tailor your resume for this job.

Sign up free

Tailor your resume for this job

Start from your profile and shape your resume to this role.

Tailor resume See how you match

At a glance

Type
Not stated
Level
Senior
Experience
10+ years
Work model
Not stated
Schedule
Not stated
Education
Not stated
Benefits
Not stated

Description

Manager / Sr. Manager – Process Excellence


Division: Business Transformation

Role Overview

We are hiring a seasoned Process Excellence professional with 10+ years of experience in driving transformation initiatives within the BPO industry (Telecom domain preferred). The role will focus on delivering measurable business impact through Continuous Improvement, Automation, and Next-Gen Digital interventions including Gen AI and Agentic frameworks.

Key Responsibilities

  • Lead enterprise-wide Process Excellence and Business Transformation initiatives.
  • Drive Lean Six Sigma programs (DMAIC, process mapping, gap analysis – AS-IS / TO-BE).
  • Identify and deliver cost savings, productivity gains, and quality improvements.
  • Conduct data-driven diagnostics to improve KPIs (AHT, FCR, SLA, NPS, error rates).
  • Perform RCA and deploy sustainable solutions across operations.
  • Identify automation opportunities using RPA and Intelligent Automation.
  • Evaluate and implement Gen AI use cases (copilots, QA automation, call summarization, virtual assistants).
  • Assess Agentic AI opportunities for workflow orchestration and autonomous task enablement.
  • Leverage advanced analytics (descriptive, diagnostic, predictive) for opportunity identification.
  • Build business cases for AI/ML and automation-led transformation initiatives.
  • Partner with Digital, Technology, CX, and Operations teams for execution and governance.
  • Track project milestones, measure benefits realization, and ensure adoption.

Must-Have Experience

  • 10+ years in Process Excellence / Business Transformation.
  • Strong BPO industry experience (Telecom domain preferred).
  • Proven track record of delivering measurable business impact.
  • Black Belt Certification (preferred from reputed organization).
  • Hands-on experience with Lean, Six Sigma, CI frameworks.
  • Strong exposure to RPA, Gen AI tools, Analytics platforms.
  • Solid understanding of AI/ML application in operations.

Preferred Skillset

  • Automation tools (UiPath, Automation Anywhere, Blue Prism, etc.)
  • Analytics tools (Power BI, Tableau, SQL, Python – preferred)
  • Strong stakeholder management and communication skills.
  • Ability to work independently in a hybrid setup.

Success Metrics

  • Cost savings & productivity improvement delivered
  • Automation/AI use cases identified and deployed
  • KPI improvements across operational metrics
  • Stakeholder satisfaction & project execution excellence

About Firstsource

Firstsource

More roles at Firstsource

See all 97 open roles at Firstsource