Reports to: Associate Director – People Service Delievery
Location: Mumbai
Role Purpose
Service Excellence Manager is the primary architect of Vistra’s Lean Six Sigma (LSS) culture. You will lead the transition of the Global People Services Team from a reactive service model to a high-performance, data-driven Centre of Excellence. Your mandate is to eliminate waste, institutionalize a culture of continuous improvement, and provide the strategic insights needed to optimize our People Services workforce and service footprint.
Key Responsibilities
1. Lean Six Sigma & Process Transformation
LSS Deployment: Design and execute a Lean Six Sigma roadmap for the People Services hub. Lead high-impact "Green Belt" projects to reduce cycle times and error rates.
Process Mapping & Taxonomy: Build a comprehensive global process library (L1–L4) using tools like Visio, Signavio, or LucidChart. Identify "Shadow Processes" and harmonize them into standard global workflows.
Waste Elimination: Conduct Value Stream Mapping (VSM) sessions to identify non-value-added steps (manual reconciliations, email-based approvals) and propose automation/RPA and AI candidates.
2. Performance Intelligence & KPI Dashboards
Metrics Architecture: Define "North Star" KPIs (Cost per Transaction, First Contact Resolution, NPS, e-NPS) that go beyond basic SLAs.
Visual Management: Build and maintain automated Executive Dashboards (PowerBI/Tableau) that provide real-time visibility into the health of global service delivery.
Error Governance (RCA): Facilitate the "Corrective and Preventive Action" (CAPA) process.
Use 5-Whys and Fishbone diagrams to move the team from "blaming" to "fixing the system."
Build a culture of Continuous Improvement and focus on Built-in-Quality (BIQ) and mistake proof key processes.
Conduct Kaizen events and actively engage with the People Service team and its leaders to champion change.
3. Strategic Resource & Footprint Optimization
Workforce Planning (WFP): Develop "Time & Motion" studies and capacity models to predict staffing needs based on seasonal volume spikes (e.g., Annual Bonus cycles or Year-End).
Service Centre Strategy: Provide data-driven inputs on "Right-Shoring"—analyzing which tasks stay in delivery hub versus which can be automated or retained in the markets
Business Case Development: Quantify the "Cost of Poor Quality" (COPQ) and build ROI models for new technology investments.
Candidate Profile
Technical Expertise:
Certification: Certified Lean Six Sigma Black Belt (LSSBB) with a proven portfolio of successful projects.
Analytical Tools: Mastery of Minitab (for statistical analysis), Visio (for process mapping), and PowerBI (for visualization).
GBS Knowledge: Deep understanding of Global Business Services (GBS) frameworks and ISO/COPC standards.
Skilled Experience:
8–12 years in Service Excellence, Quality, or Business Transformation roles within a global Shared Services environment (preferably in HR or in Finance/IT).
Experience in Workforce Management (WFM) software and capacity modelling.
Soft Skills:
The "Change Agent" Mindset: Ability to influence "Old Guard" managers to adopt new, leaner ways of working.
Executive Presence: Capable of presenting "uncomfortable" data to the Executive Leadership in HR with a clear solution path.
Cultural intelligence: Ability to partner with stakeholders in different regions and influence them on key initiatives.
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