Manager, Process Excellence & Change

Overview

Manager, Process Excellence & Change role driving process improvement and innovation across the Order to Cash function within Global Business Services, working with senior management and stakeholders across the business.

What you'll do

• Develop process improvement and innovation strategy for the aligned business towers / segments, working closely with customer, business, IT, PMO and process stakeholders.
• Be responsible for overall end to end customer experience / satisfaction, service delivery health and continuous improvement projects for the aligned business towers / segments.
• Plan, identify and execute CI 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 design lean and agile future states delivering efficiency and effectiveness goals against targets / benchmarks.
• Support partner concerns, customer complaints / issues, root cause analysis, data analytics and action planning to address and mitigate risks and issues.
• Work in partnership with operations managers and capability leader to study and analyze trends in process improvement, transformation and intelligent process automation, and plan targeted interventions, including training, to bridge capability gaps.
• 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).
• Mentor Lean and Green Belt projects across the function to drive process improvements and efficiency.

What you'll need

• Background in Order to Cash in a Global FMCG organisation or a service provider servicing FMCG accounts (critical to the role).
• Certified Black Belt in Lean Six Sigma from reputed institutes and / or organisations.
• Solid understanding of quality and process improvement methodologies (Six Sigma, LEAN).
• 8-12 years of professional experience, with 5+ years of experience 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.

Details

• Location: Bangalore Karle Town SEZ, Bangalore, India.
• Worker type: Regular.
• Role may be an individual contributor or team leader role.