Process Excellence Manager

2 weeks ago

Bengaluru, Karnataka, India Selections HR Services Private Limited Full time

Job Title: Quality & Transformation Leader – BFSI Domain | Six Sigma Green/Black Belt

Location: Bangalore

Experience: 8–15 Years

Qualification: Graduate (mandatory), Postgraduate preferred

Certification: Six Sigma Green/Black Belt (mandatory)

About the Role

We are looking for an experienced Quality & Process Excellence professional to join our team and lead strategic transformation initiatives across our BFSI client accounts. This role demands a strong foundation in quality frameworks, operational control, client engagement, and a track record of driving impactful business improvements.

Key Responsibilities

  • Drive process improvements using Lean Six Sigma, automation, analytics, and other transformation levers
  • Lead and mentor teams to deliver measurable business impact through improvement projects
  • Collaborate directly with clients to manage transitions, identify critical quality risks, and ensure delivery excellence
  • Conduct risk assessments, perform root cause analysis, and implement effective corrective actions
  • Support RFPs and solutioning from a quality standpoint
  • Identify opportunities for automation and perform feasibility assessments
  • Establish governance frameworks for projects and represent successful initiatives in external forums or award platforms

Required Skills and Experience

  • Experience managing real-time operations (inbound/outbound calls, chats, emails) in a BPO/KPO or shared services environment
  • Proven experience in delivering successful transformation projects with business impact
  • Strong analytical and problem-solving skills with a clear understanding of cost/value estimation
  • Excellent written and verbal communication skills
  • Hands-on experience with quality management systems such as ISO 9001 and CMMI
  • Quick learner with a solution-oriented mindset and awareness of emerging technologies

Preferred Background

  • Domain knowledge in BFSI, particularly investment banking, capital markets, or customer service operations
  • Experience working with global clients and leading cross-functional teams
  • Recognized contributions to external awards or forums related to process excellence

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