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