Job requisition ID 85279 Date Jul 25 2025 Location Mumbai Designation Senior Consultant Entity Deloitte Touche Tohmatsu India LLP Process Lead - Process Excellence Role Summary The Senior Process Lead - Process Excellence is a senior leadership role responsible for driving end-to-end operational excellence across our mid-sized electronics retail enterprise This role oversees the analysis and redesign of critical business processes spanning store operations supply chain and e-commerce channels By leveraging data-driven insights and broad expertise in enterprise systems the Senior Process Lead identifies opportunities to improve efficiency consistency and customer experience Working closely with cross-functional teams and senior management this leader champions continuous improvement and effective change management to ensure that process enhancements are implemented smoothly and sustained over the long term Key Responsibilities Lead Enterprise-Wide Improvement Lead end-to-end process improvement initiatives across all retail functions - including in-store operations warehouse supply chain and e-commerce - to streamline workflows reduce costs and enhance overall performance and customer satisfaction Process Analysis Redesign Analyze existing workflows and business processes to identify inefficiencies bottlenecks and areas for improvement Redesign and optimize processes using Lean Six Sigma or other best-practice methodologies to achieve higher efficiency and quality Data-Driven Improvement Leverage data and analytics to drive decision-making Define and track key performance indicators KPIs for operational processes use dashboards and reports to monitor performance and implement improvements based on quantitative insights Cross-Functional Collaboration Work closely with various departments and stakeholders - store managers supply chain and logistics teams e-commerce teams finance and IT - to ensure process changes are holistic and aligned across the organization Facilitate workshops or process mapping sessions to gather input and buy-in from all relevant parties Systems Integration Ensure that process improvements are effectively integrated with the company s enterprise systems and tools Collaborate with IT to align process changes with ERP POS WMS CRM and other platforms ensuring technology enables and supports the optimized workflows for example updating POS procedures or enhancing ERP workflows to match new processes Project Implementation Oversee the implementation of process improvement projects from concept to completion Develop project plans coordinate resources and manage timelines and milestones When current tools or system features are required work on requirements gathering user testing and training plans to successfully deploy these solutions Change Management Drive effective change management for all process improvements Develop communication plans to update employees on process changes conduct training sessions or create documentation job aids for end-users and provide ongoing support to ensure adoption Act as a change agent addressing resistance and aligning teams around new ways of working Continuous Improvement Culture Champion a culture of continuous improvement and operational excellence across the enterprise Mentor and coach team members and department staff on process excellence practices Introduce frameworks like Kaizen for small incremental improvements and encourage employees at all levels to propose ideas that improve our operations or customer experience Monitor Sustain Improvements After implementation monitor new processes to ensure they are yielding the expected results and meeting compliance or quality standards Conduct periodic process audits and gather feedback from frontline teams Make adjustments as necessary and establish standard operating procedures SOPs to sustain the improvements over time Strategic Alignment Reporting Align process improvement initiatives with the company s strategic goals and key business priorities Regularly report on project status outcomes and impact to senior leadership Provide insights and recommendations for additional operational enhancements ensuring that leadership remains informed and engaged in the process excellence roadmap Required Qualifications Education Bachelor s degree in Business Engineering Operations Management or a related field advanced degree or MBA is a plus Experience 8 years of experience in process improvement operational excellence or operations management roles Significant exposure to retail operations supply chain or e-commerce environments is required preferably in a leadership capacity Process Improvement Expertise Proven track record of leading successful process improvement or transformation initiatives across multiple business functions Strong knowledge of continuous improvement methodologies Lean Six Sigma etc and hands-on experience with process mapping analysis and redesign Enterprise Systems Knowledge Broad familiarity with enterprise systems and tools used in retail Working knowledge of ERP systems e g SAP Oracle or similar Point-of-Sale POS systems Warehouse Management Systems WMS Customer Relationship Management CRM platforms and other relevant tools Ability to understand and utilize these systems in support of process changes for instance knowing how inventory management in ERP ties into store and online operations Analytical Data Skills Strong analytical skills with the ability to collect interpret and draw conclusions from data Proficiency in using data analysis and visualization tools Excel BI dashboards etc to identify trends support recommendations and measure results Comfortable defining KPIs and using metrics to drive accountability Project Management Excellent project management capabilities with experience managing complex projects or programs Able to develop detailed project plans coordinate cross-functional teams handle multiple initiatives simultaneously and deliver results on time Formal project management training or certification PMP or similar is an advantage Communication Collaboration Exceptional communication skills both written and verbal Able to clearly articulate process changes and their benefits to all levels of the organization Strong facilitator who can lead workshops and meetings effectively Demonstrated ability to influence and collaborate with stakeholders in different departments from front-line staff to senior executives to drive change Leadership Change Management Demonstrated leadership in driving change Experience in change management practices - managing stakeholder expectations training users and ensuring adoption of new processes or technologies Ability to lead cross-functional project teams directly or indirectly and mentor junior members in best practices Retail Operational Acumen Solid understanding of how retail businesses operate from store-level workflows to back-end supply chain processes Awareness of industry trends in retail and e-commerce and how process improvements can enhance customer experience operational agility and profitability Preferred Qualifications Advanced Education Master s degree or MBA in Business Operations or related field Certifications Professional certifications in process improvement or project management such as Lean Six Sigma Black Belt or Green Belt and or PMP certification Any certification in change management e g PROSCI would be a plus Industry Experience Prior experience working specifically in an electronics retail environment or a similar multi-channel retail business Familiarity with the unique challenges of electronics retail such as managing fast product turnover omnichannel customer service warranty repair processes is highly desirable System Implementation Experience Hands-on experience leading or contributing to the implementation or upgrade of major enterprise systems ERP WMS POS CRM OMS in a retail context Comfort with emerging retail technologies or process automation tools for example RFID inventory tracking process automation RPA or advanced analytics platforms is a plus Strategic Planning Experience in strategic planning or business consulting roles related to operations improvement Ability to connect process improvement initiatives with broader business strategy and to think holistically about end-to-end business performance Regulatory Knowledge Understanding of any regulatory or compliance requirements relevant to retail operations and supply chain for example data security in POS CRM labor regulations in store operations import export regulations in supply chain While not mandatory this knowledge can be beneficial in process design