Strategic Process Excellence Leader

6 days ago

Pune, Maharashtra, India TML Business Services Limited Full time

At TML Business Services Limited, we are seeking an exceptional Strategic Process Excellence Leader to join our team. This is a senior leadership role that requires a high degree of expertise in process analysis, re-engineering, and project management.

The successful candidate will oversee quality assurance and performance management across operations, ensuring service delivery teams meet quality standards, achieve goals, and continuously improve processes to enhance efficiency and customer satisfaction.

About the Role
  • Process Improvement:
    • Lead the identification, analysis, and re-engineering of business processes to improve efficiency, quality, and performance.
    • Implement process improvement methodologies such as Lean, Six Sigma, Kaizen, or similar to streamline operations and reduce waste.
    • Develop process maps, workflows, and documentation to standardize best practices.
    • Drive Lean culture across the organization by fostering a mindset of continuous improvement, empowering employees at all levels to identify inefficiencies, eliminate waste, and implement processes that enhance value and optimize performance.
    • Conduct root cause analysis and provide recommendations for continuous improvement.
    • Collaborate with cross-functional teams to drive process changes and ensure consistency across departments.
  • Project Management:
    • Manage and lead cross-functional projects, ensuring on-time and on-budget delivery.
    • Develop project plans, including scope, timelines, and resource allocation.
    • Coordinate and communicate with stakeholders to ensure alignment on project objectives and deliverables.
    • Identify and mitigate project risks, removing obstacles that may hinder progress.
    • Track and report on project performance using key metrics and ensure all projects align with the organization's strategic goals.
  • Quality Assurance and Continuous Improvement:
    • Develop and implement quality management frameworks and processes to ensure that operational delivery meets internal and client-defined quality standards.
    • Drive continuous improvement initiatives, using data-driven insights to optimize processes, reduce defects, and enhance service quality across multiple service lines.
    • Conduct regular quality audits and assessments of operational processes to ensure compliance with established standards, identifying areas for enhancement and addressing any gaps.
  • Stakeholder Collaboration:
    • Work closely with business leaders, service delivery teams, and other stakeholders to ensure alignment between quality standards, performance goals, and customer expectations.
    • Collaborate with cross-functional teams to design and implement initiatives that improve quality and performance across the organization.
    • Engage with clients to understand their quality and performance expectations, ensuring that these are consistently met throughout the service delivery lifecycle.
  • Change Management:
    • Lead and facilitate change management efforts related to process improvements and new project implementations.
    • Work with teams to ensure smooth transitions during process changes and minimize disruptions.
    • Provide training and support to ensure teams are well-equipped to adopt new processes and technologies.
    Requirements
    • Masters degree in Business Administration, Operations Management, Quality Management, or related field (CA preferred).
    • Certifications in Black Belt (Required), Project Management Professional (PMP) or equivalent certification are preferred.
    • Minimum of 15+ years of experience in quality assurance, performance management, or operational excellence, with at least 8+ years in a leadership role.
    • Strong experience in managing global business services, preferably within a shared services, IT, or customer service environment.
    • Strong expertise in quality & project management methodologies (e.g., Six Sigma, Lean, Kaizen) and performance management frameworks.
    • Proficiency in data analysis and reporting tools (e.g., Excel, Power BI, Tableau) to track KPIs and SLAs.
    • Solid understanding of process improvement techniques and performance optimization strategies.
    • Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.
    • Ability to manage cross-functional teams and work in a collaborative, global environment.
    • Strong problem-solving skills with a focus on driving operational improvements and resolving quality-related issues.

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