Roles and Responsibilities
• Applies Continuous Improvement and Lean/Six Sigma tools to consistently improve performance, reduce waste and drive productivity across sites and functions.
• Builds, maintains, and leverages relationships across functions to identify opportunities for process improvement and facilitate the implementation of measurement and management systems.
• Provides leadership in support of the identified and implemented projects, which includes project prioritization, budgeting, control and reporting.
• Displays clear expertise in Transformational initiatives to change the business in sync with the dynamic changes in the industry/market.
• Leads cross functional teams in defining current processes/systems; identifies target condition; establishes plans to close the gaps; and coaches teams to successfully implement changes.
• Oversees the deployment of current processes and functions.
• Identifies and establishes metrics and Key Performance Indicators to evaluate process efficiencies.
• Conducts Root cause analysis and problem solving to ensure optimal operational efficiencies.
• Drives Change Management to promote a culture and mindset of operational excellence and continuous improvement across functions and embedding it into daily work.
• Coaches/mentors stakeholders and team members at all levels to support them through the adoption of lean principles and practices.




• Collaborates with leadership to ensure alignment of initiatives and the successful delivery of the strategy.
• Participates in special projects and performs other duties as assigned.
• Ability to inspire others to action and to influence without authority is absolutely necessary.
• The ability to function in a fluid environment, with fast change, and fast prototyping and design

Requirements:
• Bachelor's Degree
• Certified Black Belt from a recognized Six Sigma institute (e.g., ASQ, ISI, Lean Six Sigma Global Institute, etc.)
• Minimum of 14 years of experience in process excellence, with at least 5-8 years in voice and non-voice programs (e.g., call centers, Contact center)
• Proven experience in project management of Six Sigma and transformational projects, process excellence initiatives, automation, PnL analysis, and continuous improvement.
• Proficiency in quality tools such as Minitab, MS Excel, PowerPoint, Visio, etc.
• Strong quantitative and problem-solving skills, with the ability to analyze complex data, identify root causes, and develop effective solutions.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Should thrive in a hands-on Individual Contributor (IC) capacity. If you carry a similar experience and willing to explore this opportunity with us, then feel free to write me at [email protected] along with your updated resume.

📌 Director Process Excellence (Navi Mumbai)
🏢 Sutherland
📍 Navi Mumbai