Manager / Sr. Manager – Process Excellence
Location: Mumbai (Local candidates is a must)
Division: Business Transformation
Role Overview
We are hiring a seasoned Process Excellence professional with 10+ years of experience in driving transformation initiatives within the BPO industry (Telecom domain preferred). The role will focus on delivering measurable business impact through Continuous Improvement, Automation, and Next-Gen Digital interventions including Gen AI and Agentic frameworks.
Key Responsibilities
• Lead enterprise-wide Process Excellence and Business Transformation initiatives.
• Drive Lean Six Sigma programs (DMAIC, process mapping, gap analysis – AS-IS / TO-BE).
• Identify and deliver cost savings, productivity gains, and quality improvements.
• Conduct data-driven diagnostics to improve KPIs (AHT, FCR, SLA, NPS, error rates).
• Perform RCA and deploy sustainable solutions across operations.
• Identify automation opportunities using RPA and Intelligent Automation.
• Evaluate and implement Gen AI use cases (copilots, QA automation, call summarization,



virtual assistants).
• Assess Agentic AI opportunities for workflow orchestration and autonomous task enablement.
• Leverage advanced analytics (descriptive, diagnostic, predictive) for opportunity identification.
• Build business cases for AI/ML and automation-led transformation initiatives.
• Partner with Digital, Technology, CX, and Operations teams for execution and governance.
• Track project milestones, measure benefits realization, and ensure adoption.

Must-Have Experience
• 10+ years in Process Excellence / Business Transformation.
• Solid BPO industry experience (Telecom domain preferred).
• Proven track record of delivering measurable business impact.
• Black Belt Certification (preferred from reputed organization).
• Hands-on experience with Lean, Six Sigma, CI frameworks.
• Strong exposure to RPA, Gen AI tools, Analytics platforms.
• Solid understanding of AI/ML application in operations.

P

📌 Manager - Process Excellence (Mumbai)
🏢 Firstsource
📍 Mumbai