Job Overview
The General Manager – Process Excellence is responsible for leading and executing enterprise-wide business transformation initiatives by driving quality improvements, operational efficiency, and digital enablement. The role plays a critical part in translating business strategy into scalable process improvements through Lean, Six Sigma, and digital transformation programs including automation, RPA, and GenAI-led solutions.
This position fosters a strong culture of continuous improvement and innovation, enables cross-functional collaboration, and ensures systematic identification, prioritization, and execution of high-impact process optimization initiatives across the organization
Job Description
Process Improvement and Cultural Development
- Lead end-to-end process excellence and transformation initiatives, leveraging Lean, Six Sigma, and digital technologies to improve productivity, quality, revenue, cost efficiency, and customer experience
- Identify and assess opportunities for process automation and digitization, including RPA, workflow automation, AI/GenAI-driven solutions, and analytics-led interventions.
- Champion continuous improvement culture by promoting standardization, best practices, and data-driven decision-making across functions & regions.
- Support and coordinate the deployment of global projects within region.
- Review ideas submitted on Spark daily and assess feasibility for 100% of ideas within 7 days.
- Mentor and oversee improvement projects, ensuring effective use of methodologies such as Six Sigma and Lean, and lead recognition programs for completed projects within 30–90 days.
- Research innovations & emerging trends to address future organizational needs while ensuring compliance with environmental, health, & safety regulations.
- Track and report transformation benefits such as productivity gains, time reduction, cost savings, revenue increase, SLA improvement, and customer satisfaction uplift
Training and Development Management
- Develop and maintain training calendars to ensure timely, relevant programs, with emphasis on Six Sigma and Lean methodologies.
- Track and act on feedback from training sessions to continuously improve content and delivery.
- Monitor compliance with training targets & certification requirements, ensuring employees achieve required competencies in process improvement.
Collaboration and Compliance
- Collaborate with Service Quality and MIS managers to identify, prioritize, & execute high-impact process improvement projects
- Plan and execute graduation ceremonies for completed certifications and actively pursue awards and international recognition for outstanding organizational achievements in process excellence.
Team Management & Succession Planning
- Manage and develop staff, including performance management, training, and career development.
- Create and maintain a robust talent pipeline to ensure succession planning (1:2 ratio).
Sustainability
- Ensure regional corporate governance aligns with organizational principles, policies, and regulations.
- Promote responsible use of natural resources, compliance with environmental, health and safety standards, and drive sustainability initiatives to achieve set targets
Anti Bribery Management Systems (ABMS)
- Follow the ABMS roles and responsibilities details as prescribed on the ABMS manual.
a. Understanding of ethical standards and the importance of integrity in business practices.
b. Ability to identify and evaluate risks related to bribery in various business contexts. For more detailed explanation, follow the ABMS manual.
Education
- Graduate/postgraduate or global equivalent degree.
- Six Sigma Certification (Black Belt minimum).
- Certification in Digital Transformation (RPA, Gen AI etc.)
Experience
- 12+ years of experience with strong expertise in Lean, Six Sigma, Process Excellence, and Continuous Improvement
- Hands-on exposure to Digital Transformation initiatives including RPA, AI/GenAI, process mining, and automation platforms
