Description
We are seeking a seasoned Lean and Transformation Lead to elevate service delivery performance and drive enterprise-wide process excellence This role will be instrumental in optimizing delivery operations, embedding digital capabilities, and fostering a culture of continuous improvement across finance, risk, and advisory functions.
The ideal candidate combines deep Lean Six Sigma expertise with hands-on experience in service delivery management, process mapping, and technology-enabled transformation.

Responsibilities:

Service Delivery Excellence
- Own and enhance service delivery frameworks across consulting support functions
- Monitor and improve delivery KPIs such as SLA adherence, turnaround time, and quality metrics
- Partner with delivery leads to identify performance gaps and implement corrective actions
- Drive client-centricity and operational agility across service lines

Process Mapping & Optimization
- Lead detailed process diagnostics using SIPOC, swimlane diagrams, and value stream mapping
- Identify inefficiencies, redundancies,



and automation opportunities across delivery workflows
- Standardize and document best-in-class processes for scalability and compliance

Technology Enablement
- Partner with digital teams to implement automation solutions (e.g., RPA, low-code platforms, workflow orchestration)
- Leadership: Inspiring and motivating teams, fostering a positive work environment, and setting explicit performance expectations.
- Communication and Stakeholder Management: Excelling in verbal and written communication to effectively interact with stakeholders at all levels, actively listening to client requirements, and conveying information clearly.
- Problem-Solving and Decision-Making: Strong analytical skills to identify problems early and develop effective solutions while considering potential impacts on stakeholders and project outcomes.
- Customer Focus: Prioritizing customer satisfaction, actively seeking feedback, and continuously

📌 Director, Operations (New Delhi)
🏢 Kroll
📍 New Delhi