Job title: Head Operational Excellence, GBS India
Reporting to: Head - Strategic Initiatives and Transitions, GBS India
Location: Goregaon East, NESCO

Purpose of the job:
Reporting to the Head – Strategic Initiatives, this role acts as an internal consultant and opex partner for Global Business Services, helping business and operations leaders diagnose complex service delivery challenges and convert them into practical, measurable improvement programs.
The role is responsible for assessing end-to-end processes, identifying improvement opportunities, developing business cases, shaping solution options, and enabling sustainable adoption across shared services operations.
Working closely with business operations leaders, process owners, functional stakeholders, technology teams, and support functions, the Ops Excellence lead helps strengthen productivity, quality, cost, controls, customer experience, and service performance.
The role combines consulting-led problem solving, Lean Six Sigma / Operational Excellence practices, stakeholder facilitation, change adoption,



advantages tracking, and executive-ready communication to embed a culture of continuous improvement and value realization.
Primary Duties & Responsibilities:

Consultative Diagnostics, Transformation Advisory & Business Case Development:
Conduct structured diagnostic assessments of end-to-end service delivery operations across customer/stakeholder experience, vendors, people, process, technology, controls, data, and governance.
Frame clear problem statements, hypotheses, opportunity themes, and transformation priorities based on facts, stakeholder inputs, process evidence, and operational data.
Develop executive-ready business cases and project proposals covering the case for change, recommended interventions, benefit sizing, success metrics, risks, dependencies, investment needs, and implementation options.
Translate diagnostic findings into practical solution options covering process simplification, standa

📌 Head Operational Excellence, GBS India (Mumbai)
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