Process Excellence Manager Key Responsibilities

- Design and implement end-to-end processes, SOPs, workflows, controls and escalation mechanisms.
- Map existing processes and identify gaps, risks, duplication, delays and control weaknesses.
- Standardize processes across centres, departments and geographies.
- Define roles, approvals, service standards, turnaround times, quality checks and accountability.
- Conduct root-cause analysis and lead corrective and preventive actions.
- Develop process-audit frameworks, monitoring tools and management reports.
- Work with Operations, Medical, IT, HR, Finance, Procurement and other teams to improve process effectiveness.
- Support workflow automation, digitization and system integration in coordination with IT and MIS teams.
- Ensure processes meet client, contractual, regulatory and internal quality requirements.
- Train teams on new processes and monitor implementation and adherence.
- Drive continuous improvement and measurable operational improvement initiatives.

Mandatory Qualifications and Experience
- Bachelor s degree in Engineering, Operations, Business Management, Quality Management or a related discipline.
- Minimum 7 years of experience in process excellence, business process management, operational excellence, transformation or service delivery.
- Minimum 2 years of experience in a managerial or team-lead role.
- Experience within a GCC, BPM, shared-services, outsourcing or other process-intensive service environment.
- Demonstrated experience in personally designing and implementing end-to-end processes.
- Strong experience in process mapping, SOP development,



risk controls, audit mechanisms and operational standardization.
- Practical experience implementing, maintaining or auditing a quality management system aligned with ISO 9001.
- Strong understanding of ISO 9001 principles, including process-based management, risk-based thinking, corrective actions and continual improvement.
- Experience implementing processes across multiple teams, locations or business units.
- Ability to analyse process failures, conduct root-cause analysis and implement corrective actions.
- Experience working with cross-functional stakeholders and driving process adoption.
- Proficiency in Microsoft Excel, PowerPoint and process-mapping tools.
- Solid written and verbal communication skills in English.
- Willingness to travel within India and internationally.

Nice-to-Have Qualifications and Experience
- Experience managing outsourced healthcare, medical, diagnostic, insurance claims, clinical support or other regulated workflows.
- Experience working with healthcare providers, medical teams, laboratories or diagnostic operations.
- Lean Six Sigma Green Belt or Black Belt certification.
- ISO 9001 Internal Auditor or Lead Auditor certification.
- Experience with other management systems and standards, such as ISO 27001, ISO 10002 and ISO 15189, as well as NABH and NABL.
- Experience with workflow automation, ERP, BPM or quality-management systems.
- Experience managing client SLAs, contractual controls or client audits.
- Exposure to international or multi-country operations.
- Experience in change management and large-scale process implementation.

📌 Manager - Process Excellence & Quality (Gurugram)
🏢 Stemz Healthcare
📍 Gurugram