Process Excellence Manager - Customer Experience

Role & responsibilities

Process Design & SOP Management

• Design, document, and standardize end-to-end SOPs for customer experience and

service operations.

• Ensure SOPs are aligned with regulatory, compliance, and business requirements

specific to NBFC/Banking environments.

• Regularly review and update SOPs based on process changes, audit findings, and

customer feedback.

Process Gap Identification & Improvement

• Identify process inefficiencies, bottlenecks, and gaps across customer journeys and

product processes.

• Conduct root cause analysis using process excellence tools.
• Implement corrective and preventive actions to improve turnaround time, accuracy,

and customer satisfaction.

• Drive automation and simplification initiatives where applicable.

Stakeholder Management

• Work closely with Operations, Product, Technology, Risk, Compliance, and

Customer Experience teams.

• Act as a single point of contact for process-related discussions and improvements.
• Facilitate alignment between business objectives and customer experience goals.
• Drive change management and stakeholder buy-in for new processes or

enhancements.

Project Management

• Lead and manage process improvement and transformation projects end-to-end.
• Define project scope, timelines, deliverables, and success metrics.
• Track project progress, manage risks, and ensure timely closure.
• Present project updates and outcomes to leadership.

Preferred candidate profile

• Strong understanding of NBFC/Banking processes, customer lifecycle, and

regulatory requirements.

• Expertise in Process Excellence / Continuous Improvement methodologies.

• Proven experience in SOP design and process documentation.

• Strong analytical, problem-solving, and root cause analysis skills.

• Excellent stakeholder management and communication abilities.

• Solid project management capabilities.