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 prospects 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 perks 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.

Preferred Skillset
Automation tools (UiPath, Automation Anywhere, Blue Prism, etc.)
Analytics tools (Power BI, Tableau, SQL, Python - preferred)
Strong stakeholder management and communication skills.
Ability to work independently in a hybrid setup.

Success Metrics
Cost savings & productivity improvement delivered
Automation/AI use cases identified and deployed
KPI improvements across operational metrics
Stakeholder satisfaction & project execution excellence

📌 Manager Process Excellence Mumbai
🏢 Firstsource Solutions
📍 Mumbai