Manager - Process Excellence & Quality

Process Excellence Manager Key Responsibilities

• Design and implement end-to-end processes, SOPs, workflows, controls and escalation mechanisms.
• Map existing processes and identify gaps, risks, duplication, delays and control weaknesses.
• Standardize processes across centres, departments and geographies.
• Define roles, approvals, service standards, turnaround times, quality checks and accountability.
• Conduct root-cause analysis and lead corrective and preventive actions.
• Develop process-audit frameworks, monitoring tools and management reports.
• Work with Operations, Medical, IT, HR, Finance, Procurement and other teams to improve process effectiveness.
• Support workflow automation, digitization and system integration in coordination with IT and MIS teams.
• Ensure processes meet client, contractual, regulatory and internal quality requirements.
• Train teams on new processes and monitor implementation and adherence.
• Drive continuous improvement and measurable operational improvement initiatives.

Mandatory Qualifications and Experience

• Bachelor s degree in Engineering, Operations, Business Management, Quality Management or a related discipline.
• Minimum 7 years of experience in process excellence, business process management, operational excellence, transformation or service delivery.
• Minimum 2 years of experience in a managerial or team-lead role.
• Experience within a GCC, BPM, shared-services, outsourcing or other process-intensive service environment.
• Demonstrated experience in personally designing and implementing end-to-end processes.
• Strong experience in process mapping, SOP development, risk controls, audit mechanisms and operational standardization.
• Practical experience implementing, maintaining or auditing a quality management system aligned with ISO 9001.
• Strong understanding of ISO 9001 principles, including process-based management, risk-based thinking, corrective actions and continual improvement.
• Experience implementing processes across multiple teams, locations or business units.
• Ability to analyse process failures, conduct root-cause analysis and implement corrective actions.
• Experience working with cross-functional stakeholders and driving process adoption.
• Proficiency in Microsoft Excel, PowerPoint and process-mapping tools.
• Strong written and verbal communication skills in English.
• Willingness to travel within India and internationally.

Nice-to-Have Qualifications and Experience

• Experience managing outsourced healthcare, medical, diagnostic, insurance claims, clinical support or other regulated workflows.
• Experience working with healthcare providers, medical teams, laboratories or diagnostic operations.
• Lean Six Sigma Green Belt or Black Belt certification.
• ISO 9001 Internal Auditor or Lead Auditor certification.
• Experience with other management systems and standards, such as ISO 27001, ISO 10002 and ISO 15189, as well as NABH and NABL.
• Experience with workflow automation, ERP, BPM or quality-management systems.
• Experience managing client SLAs, contractual controls or client audits.
• Exposure to international or multi-country operations.
• Experience in change management and large-scale process implementation.