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Process Excellence Manager

2 months ago

gurugram, India IGT Solutions Full time

Position: Manager / Sr Manager - Black Belt – Lean Six Sigma, Process Excellence (BPO/Contact Center/KPO)

Exciting Opportunity- IGT Solutions Hiring for Blackbelt Process Excellence (BPO/Contact Center/KPO/Travel) role || Gurgaon Location

Role : Black Belt – Lean Six Sigma, Process Excellence (BPO/Contact Center/KPO)

Reporting to - Vice President Global CX Transformation

Location – Gurgaon, India (work from office)

Work timings – 24x7 (US shifts)

Job Description, Desired experience and skills

  • Identify and scope key process improvement opportunities within Travel domain Customer Service / BPO Operations – Voice, Chat, Back-office.
  • Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes).
  • Preference to candidates who have supported, Travel, e-commerce, customer service processes in Process Excellence capacity
  • Strong understanding of contact centers and multi-service channels
  • Lean/ Six Sigma Black Belt Certification through a recognized, national organization
  • Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation
  • Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).
  • Strong problem-solving, analytical and quantitative skills
  • Demonstrated ability to guide and manage business change and transformation projects
  • Ability to analyze qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences.
  • Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics.
  • Able to work within a team however be self-sufficient as an individual contributor in driving change within complex matrix working environments.
  • Comfortable managing work that combines the use of data analysis, and business process improvement, with service design thinking.
  • Knowledge and experience in understanding and identifying process gaps and opportunities for RPA and digital automation deployment
  • Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.
  • Enhance process capability from the current base-line of key metrics through process improvement methodologies
  • Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives.
  • Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical
  • Active participation in WBR/MBR/QBRs with internal stakeholder & clients
  • Represent Process Excellence during client / internal review calls and present analysis/ insights/solutions/improvements
  • Manages Client expectations and ensures Client satisfaction.
  • Conduct diagnostic studies on the key business processes and implement a Process excellence framework in line with the business objectives
  • Experience / knowledge in RPA, automation and digital operations preferred
  • Present project analysis and findings to senior leadership to share insights, obtain approvals, and other requirements
  • Strong knowledge and experience in Process Improvement Techniques/Certification Black Belt in Lean, Six Sigma and Digital transformation
  • Capability to conduct workshops on Process Excellence Tools Techniques
  • Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations
  • Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment
  • Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances

Primary Job Responsibilities:

  • Bachelor’s/Master’s degree in any discipline from a reputed and recognized university
  • Certified Black Belt in Lean and Six Sigma from a reputed certifying body, with an outlook to automate, digitize and simplify processes
  • 12+ years working experience, 5 years + experience in Process Excellence and Quality function
  • 10+ years working experience in BPO/KPO/Contact Center/Travel Vertical
  • Excellent communication skills and exposure to International assignments and/or client engagement with the ability to communicate at all levels.
  • Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes.
  • Application experience and skill (MS Excel, Visio, PowerPoint, Word; MINITAB, or other analysis tools)
  • Exposure to Data analytics tools such as Power BI or other equivalent
  • Proficient in using Microsoft Office applications, especially Microsoft Excel and PowerPoint


Personal Style Enablers:

  • Ability to motivate and inspire teams and be a natural leader
  • Innovative and able to foresee market trends and conditions
  • Excellent people manager, open to direction and a collaborative work style and commitment to get the job done
  • Persuasive with details and facts
  • Confident, flexible with the ability to work in a fast paced and changing environment
  • Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
  • Manage people by effectively and efficiently involving all resources to meet the organizational goals and by championing work-life balance, retention and career progression/development
  • Build and sustain relationships with key people in the Customer Environment, Extrovert with a blend of sales mind set.


Contact Person – Ankita Khatri

Email id –


It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.