Continuous Improvement Specialist

Process Excellence - Senior Specialist

About the Role

As a Process Excellence Senior Specialist , you will own the Process Excellence / Continuous Improvement agenda for an assigned site or vertical.

You will work closely with senior stakeholders, operations leaders, global teams, and clients to identify transformation opportunities, optimize processes, improve customer experience, and deliver measurable business results using Lean Six Sigma methodologies .

Key Responsibilities

• Lead Process Excellence and Customer Experience initiatives through Service Excellence frameworks.
• Evaluate current and future-state processes using flowcharts, value stream maps, performance metrics, customer journeys, and agent journeys .
• Identify process gaps, improvement opportunities, dependencies, and areas for optimization.
• Establish performance standards and improvement goals in partnership with Operations.
• Reduce variation and improve critical business processes.
• Own Continuous Improvement / Process Excellence initiatives for the assigned site or vertical.
• Serve as a change agent for improvement and transformation programs.
• Coordinate stakeholders, project owners, timelines, dependencies, and transformation activities.
• Develop and execute a Continuous Improvement agenda aligned with business and customer experience goals.
• Partner with regional and global teams to identify, prioritize, and execute improvement opportunities.
• Coach project teams and provide Lean training when required.
• Represent the assigned GOC site or vertical in business reviews with leadership.
• Identify opportunities for automation using RPA, ML, AI, and cognitive technologies , working with development teams where applicable.
• Continuously identify opportunities to improve procurement processes and promote best practices.
• Stay current with industry trends and best practices in procurement and Process Excellence.

Must-Have Qualifications

• 7–10+ years of overall service sector experience , with expertise in Process Transformation and Operational Excellence within a BPO environment .
• Experience applying Lean tools such as:
• Value Stream Mapping
• 5S
• Standard Work
• 5 Why Analysis
• Lean Six Sigma Green Belt or Black Belt certification .
• Experience applying Lean Six Sigma problem-solving methodologies, including Root Cause Analysis and corrective/preventive action planning .
• Ability to identify transformational opportunities that can deliver significant business value.
• Experience leading or owning Continuous Improvement / Process Excellence initiatives.

Good-to-Have

• Knowledge or experience in RPA, Machine Learning, AI, or cognitive technologies .
• Experience with procurement processes and technologies .
• Exposure to procurement analysis tools, Salesforce, Buying Hub, or similar procurement technologies.
• Experience working with regional or global teams on transformation initiatives.