Process Excellence Manager

Role description

The Process Manager is responsible for embedding Lean ways of working into day-to-day operations while driving continuous process improvement through standard work, daily management, and intelligent automation. This role partners closely with Operations Leaders, Team Leads, and Technology teams to improve flow, eliminate waste, and scale efficiency using Lean methods, AI agents, and robotic process automation (RPA). The role balances hands-on Lean implementation and process improvement with practical automation enablementensuring improvements are sustainable, measurable, and aligned to business outcomes. Success in role can be measured by reduced cost-to-serve, improved productivity, increased SLA delivery, and/or enhanced candidate experience.

Key Responsibilities

Main Tasks & Responsibilities:

1. Lean Implementation & Operations Management

• Embed Lean principles into operational workflows, routines, and leadership behaviors
• Enable and provide coaching for daily huddles, tiered management routines, and visual management boards
• Coach Team Leads and Operations Managers on effective problem-solving and escalation practices
• Establish and reinforce standard work for operational and leadership routines

2. Continuous Process Improvement

• Lead end-to-end process improvement initiatives focused on quality, productivity, cycle time, and customer outcomes
• Conduct process diagnostics using Lean tools (e.g., value stream mapping, waste analysis, root cause analysis)
• Facilitate Kaizen events and structured improvement workshops
• Translate improvement opportunities into actionable changes that can be operationalized quickly

3. Automation & Digital Enablement

• Identify, prioritize, and evaluate opportunities for automation using:

• Robotic Process Automation (RPA)

• Digital or AI-enabled agents

• Workflow and system enhancements

• Partner with Technology and Operations to design and deploy automation solutions

• Ensure automation initiatives align with Lean principles (simplify first, automate second)

• Support change adoption and stabilization of automated processes in live operations

4. Performance & Benefits Realization

• Define success metrics and track benefits from Lean and automation initiatives
• Ensure improvements are embedded into standard work and sustained over time
• Monitor post-implementation performance and drive corrective actions as needed
• Build transparency into performance through dashboards and visual management

5. Stakeholder Partnership & Capability Building

• Act as a trusted partner to site Operations Leaders, Team Leads, and functional stakeholders
• Build Lean and problem-solving capability within the offshore organization
• Influence without authority to drive alignment and adoption
• Serve as a bridge between Operations, Transformation, and Technology teams

Qualifications & Requirements

• Bachelors degree in Business, Engineering, Operations Management, or a related field
• 8+ years of experience in operations excellence, continuous improvement, or transformation roles
• Hands-on experience implementing Lean or continuous improvement initiatives in a transactional or service operations environment
• Experience working with or alongside automation teams (RPA, workflow tools, or digital agents)
• Previous team leadership experience in an operations environment
• Strong facilitation and stakeholder management skills

Other

• Lean Six Sigma certification (Green Belt or Black Belt preferred)
• Experience in offshore delivery, shared services, or BPO environments
• Experience implementing daily management systems and tiered huddles
• Exposure to AI-enabled agents or intelligent automation solutions
• Change management or transformation experience