Job Description: Customer Excellence & Transformation Specialist

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
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.
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.
Strat

📌 Customer Excellence Mumbai
🏢 VISTRA
📍 Mumbai