Senior Manager - Process Improvement

Customer Experience Optimization:

• Lead the transformation of customer experience journeys, ensuring they align with our & client organizational goals and exceed client expectations.
• Utilize data-driven insights to identify pain points and design strategies to improve key CX metrics such as NPS, CSAT, and FCR.

Process Improvement Projects:

• Drive Lean Six Sigma projects across multiple business functions to reduce inefficiencies, improve quality, and deliver measurable results.
• Partner with stakeholders to identify process gaps, define project scope, and implement sustainable improvements.

Automation and Digitization:

• Collaborate with IT and digital transformation teams to identify opportunities for automation and digitization across operations.
• Evaluate and deploy advanced technologies, including robotic process automation (RPA) and workflow optimization tools, to enhance productivity and reduce manual interventions.

AI-Driven Innovation:

• Champion the integration of artificial intelligence solutions into operational processes to enhance decision-making, streamline workflows, and improve customer outcomes.
• Stay abreast of AI trends and recommend applications for predictive analytics, chatbots, and other AI-powered tools.

Leadership and Stakeholder Management:

• Act as a change agent, fostering a culture of continuous improvement and innovation.
• Engage with senior leadership and clients to communicate project progress, outcomes, and value delivered.
• Provide mentorship and guidance to Green Belts and other team members in the application of Lean Six Sigma methodologies.

Performance Metrics and Reporting:

• Develop dashboards and reports to track the performance of improvement initiatives.
• Monitor ROI for projects and ensure alignment with organizational goals.

Qualifications and Skills:

• Bachelor s degree in Business Administration, Engineering, or a related field (Master s degree preferred).
• Certified Lean Six Sigma Black Belt (mandatory).
• 12+ years of experience in process improvement, with a proven track record of driving transformational projects in a BPO or CX environment.
• Strong understanding of customer experience metrics and journey mapping.
• Experience with automation tools (e.g., RPA) and AI solutions.
• Excellent leadership, problem-solving, and stakeholder management skills.
• Ability to handle complex projects in a fast-paced, dynamic environment.