General Manager Process Excellence
Core
Lead process improvement and business transformation initiatives within the customer service vertical, driving Lean and Six Sigma projects to enhance productivity and operational stability.
Role type
Senior General Manager, Process Excellence
Builds
Improved operational processes, productivity gains, and value for clients in the customer service segment
Domain
Business Process Outsourcing (BPO) / Customer Service
Required skills
Six Sigma (GB/BB), Lean methodologies, Value Stream Mapping, Change Management, Program Management, Stakeholder Influence, Data Analysis, Cost Optimization, Automation Strategy, ISO Compliance
Preferred skills
Mentoring and team development, Customer service vertical experience
Technologies
Lean tools, Six Sigma tools, Value Stream Mapping, ISO 9001/27001 frameworks
Responsibilities
Drive culture of process excellence in the operation team, Identify and mentor Six Sigma and Lean projects, Participate in consulting assignments internally and at client sites, Deliver productivity and create value for clients, Lead change management and ensure stable operations, Monitor dashboards for early warning signals, Recommend improvements to delivery models, Identify automation and cost optimization opportunities, Support RFP and sales collaterals, Create reports for leadership
Seniority
Senior, hands-on IC