Manager, Process Excellence & Change

About the role

The Manager, Process Excellence & Change role sits within Global Business Operations (GBO), a function that keeps the business running at scale across markets including Bangalore, Budapest, Bogotá, Gurugram, and Manila. Day-to-day, you will partner with the senior management team and cross-functional stakeholders across GBS and broader business/markets/regions to drive Process Excellence initiatives and projects across the Order to Cash function, strengthening end-to-end process quality, efficiency, and effectiveness. Based in Bangalore, India, this full-time position may be an individual contributor or team leader role.

What you’ll do

• Develop process improvement and innovation strategy for aligned business towers/segments, working closely with customer, business, IT, PMO, and process stakeholders
• Own overall end-to-end customer experience/satisfaction, service delivery health, and continuous improvement projects for aligned business towers/segments
• Plan, identify, and execute continuous improvement projects and manage the process improvement program for the assigned business
• Plan and drive value stream/process mapping workshops to map current state, identify waste and improvement opportunities, and create a lean and agile future state design delivering efficiency and effe
• Support partner concerns, customer complaints/issues through Root Cause Analysis, Data Analytics, and Action Planning to provide solutions that address and mitigate risk/issues
• Partner with operations managers and capability leaders to study and analyze trends in process improvements, transformation, and intelligent process automation, and plan targeted interventions to brid
• Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization as required
• Mentor Process Improvement Teams to improve internal quality and customer satisfaction (CSAT/NPS), and mentor Lean and Green Belt projects across the function to drive process improvements and efficie

What you’ll bring

• Background in Order to Cash within a Global FMCG organisation or a service provider servicing FMCG accounts
• Certified Black Belt in Lean Six Sigma from a reputed institute or organisation
• Solid understanding of Quality and Process Improvement Methodologies (Six Sigma, LEAN)
• 8-12 years of professional experience, with 5+ years working with the senior management team
• Strong understanding of the relationship between process, organization, and business objectives
• Ability to innovate and enhance procedures and methods to increase productivity and cost-effectiveness
• Excellent communication and partner management skills
• Proficiency with MS Office (Excel, PowerPoint) and Minitab

Skills