The Operations Excellence Lead Digital & Lean is a hands-on, execution-focused role that drives the continuous improvement, process optimisation, and digital adoption agenda across the F&A;

Outsourcing delivery platform. This role brings together structured Lean Six Sigma expertise with a forward-looking digital and automation orientation to generate tangible, measurable outcomes for clients and the business.

The Operations Excellence Lead owns the F&A; continuous improvement pipeline across all delivery

towers PTP, OTC, and RTR identifying and eliminating waste from core processes, deploying automation and AI-enabled tools, and building a data-driven performance management capability

that enables proactive operational management. This role is the internal engine of improvement across the delivery platform, translating process diagnostics, operational data, and client insights into structured improvement programmes with clear commercial impact.

Success in this role requires a sharp analytical mindset, deep process knowledge across F&A; delivery,and the ability to energise and build improvement capability within operations teams. The

Operations Excellence Lead will be a visible champion of a lean, digital-first, zero-defect delivery culture across all F&A; delivery centres.

Objective of the Role:

- Build and actively manage the F&A; continuous improvement pipeline identifying,scoping, prioritising, and delivering high-value process optimisation and automation opportunities across all delivery towers and client accounts.
- Embed Lean and Six Sigma methodologies as standard operating practice within F&A; delivery teams, systematically reducing waste, variation, rework, and non-value-adding activity from core processes.
- Lead the deployment of digital and automation solutions including RPA, AI-powered processing tools, and intelligent workflow automation that enhance the speed, accuracy, touchless processing rate, and scalability of F&A; operations across the delivery platform.
- Develop and sustain a data-driven performance management culture, designing operational dashboards, analytics capabilities, and insight frameworks that enable teams to manage proactively rather than reactively.
- Build internal Lean and digital capability across delivery teams through structured coaching, certification programmes, and a thriving F&A; Operational Excellence community of practice.

Key Responsibilities Areas:

• Lean Process Improvement (30%)

- Lead end-to-end Lean Six Sigma improvement projects across F&A; delivery processes applying DMAIC methodology from problem definition and root cause analysis through to solution design, implementation, and sustained performance control.
- Conduct value stream mapping (VSM), process walkthroughs, time-and- motion studies, and structured root cause analysis (RCA) to surface inefficiencies, quantify improvement opportunities, and prioritise the CI pipeline by commercial and operational impact.
- Apply Lean tools 5S, Kaizen, Kanban, 8D etc. alongside Six Sigma techniques to eliminate processing errors, reduce unit cost, and drive measurable improvements in cycle time, accuracy, and STP rates.
- Design and facilitate Kaizen events,



rapid improvement workshops, and cross-functional problem-solving sessions with delivery teams and client stakeholders, driving targeted and time-bound process improvements.
- Establish post-improvement control frameworks including control charts,SOP updates, and performance monitoring protocols to sustain gains, prevent regression, and embed improved processes into BAU delivery standards.

• Digital & Automation Deployment (25%)

- Identify, assess, and prioritise automation opportunities across the F&A; delivery platform, building the use-case pipeline in collaboration with GPOs, Delivery Leads, and the Technology function quantifying ROI and effort for each opportunity before entry to the pipeline.
- Lead the end-to-end deployment of RPA bots and intelligent automation solutions including process assessment, bot design, build, testing,hypercare, and BAU handover using equivalent platforms.
- Drive deployment of AI-enabled tools for invoice processing, cash application, account reconciliation, journal entry automation, and anomaly detection —ensuring seamless integration with client ERP and workflow environments and compliance with data governance standards.
- Maintain the F&A; Digital Solutions Register — tracking all deployed automations, bot performance metrics (volumes, exception rates, FTE savings), realised benefits, and pipeline opportunities — and report against this register in monthly governance reviews.
- Collaborate with Technology and Platform teams to define automation architecture requirements, manage integration dependencies, and ensure all deployed solutions comply with cybersecurity, data privacy, and audit standards.

• Performance Analytics & Operational Insight (20%)

- Design, build, and maintain F&A; operational dashboards and performance scorecards (Power BI, Tableau, or equivalent) — tracking KPIs including processing volumes, cycle times, error and rework rates, SLA compliance, automation utilisation, and cost-per-transaction trends across all delivery towers.
- Conduct regular process health checks and performance diagnostics across client accounts and delivery hubs, identifying trends, performance deterioration triggers, and early warning signals that require targeted operational intervention.
- Leverage mining tools to achieve end-to-end process visibility, expose deviation patterns and compliance gaps, and direct improvement resources to the highest-impact opportunities within the delivery platform.
- Produce monthly and quarterly Operational Excellence reports for senior leadership and client governance forums — covering CI pipeline status, realised benefits, automation performance, and the forward-looking improvement roadmap.

• Capability Building & Operations Excellence Culture

(15%)

- Champion a lean, digital-first,



continuous improvement culture across F&A; delivery teams — making Operational Excellence visible, valued, and embedded in the day-to-day behaviours of operations staff and team leadersalike.
- Design and deliver Lean Six Sigma training programmes for delivery teams,including Green Belt foundations, VSM workshops, problem-solving tools,and digital automation onboarding — building a distributed improvement capability across all delivery centres.
- Establish, facilitate, and grow the F&A; Operational Excellence Community of Practice — enabling cross-account and cross-geography knowledge sharing,best-practice replication.
- Mentor and coach process analysts, team leaders, and Lean project leads within the delivery organisation, accelerating their development and increasing the volume and quality of improvement initiatives driven from within the operations teams.

• Governance, Controls & Compliance (10%)

- Ensure all improvement initiatives, automation deployments, and process redesigns are aligned with internal controls frameworks, SOX requirements, client audit standards, and applicable regulatory compliance obligations —and that evidence of control is maintained throughout the change process.
- Own process documentation standards across the Operations Excellence portfolio — including SOPs, process maps, RACI matrices, and control narratives — ensuring all optimised processes are accurately documented,version-controlled, and accessible to delivery teams and audit functions.
- Support internal and external audit engagements by providing structured process documentation, control evidence, improvement substantiation, and audit-ready artefacts as required.

Qualifications & Experience

- 8–12 years of experience in F&A; operations delivery, with a minimum of 4–5 years in a dedicated Operational Excellence, Process Improvement, or Lean/Six Sigma role within a BPO, GBS, or Shared Services environment.
- Demonstrated track record of delivering end-to-end Lean Six Sigma improvement projects with quantifiable financial outcomes — cost reduction, STP rate improvement, cycle time reduction — within large-scale, multi-client F&A; delivery environments.
- Hands-on experience deploying RPA solutions within F&A; (UiPath, Automation Anywhere, or Blue Prism) with direct accountability for bot delivery, performance optimisation, and

benefits realisation.

- Working knowledge of AI/ML applications in F&A; — invoice classification, intelligent data capture, predictive analytics — and familiarity with process mining platforms (Celonis, UiPath Process Mining).
- Proficiency in data analytics and visualisation tools: Power BI, Tableau, and Advanced Excel.

Experience building operational dashboards and scorecard frameworks for BPO delivery

governance.

- Professional certifications required: Lean Six Sigma Black Belt (preferred) or Green Belt. RPA certifications (UiPath Certified Professional, Automation Anywhere Certified Expert) and

PMP are solid advantages.

- Prior experience within F&A; BPO organisations and with direct exposure to multi-geography delivery, client SLA management, and outsourcing operational governance is essential.

📌 Operations Excellence Lead Digital & Lean (Haryana)
🏢 Mynd
📍 Haryana