Process Excellence Manager

Role Overview:

The Operations Excellence Manager is responsible for overseeing and optimizing end-to-end

business operations while ensuring high-quality service delivery. This role involves client

management, people & performance management, and cross-functional team leadership, with a focus on process efficiency, stakeholder collaboration, and business growth.

Key Role Deliverables:

• Business Transformation (80%)
• Design & implement operational excellence framework best suited for the vertical
• Formulate & Manage detailed KPI table across all businesses in e-commerce domain
• Identify and lead improvement initiatives in internal business/ operational processes
• Drive innovation & automation for waste elimination & efficiency improvement
• Engage the employee base in various operational excellence initiatives
• Service Delivery (20%)
• Provide service delivery support to process owners (located at different location). This includes people management, performance tracking/financial analysis(Invoicing) & ensuring team is adhering to BGO Policies/standards.
• Ensuring adherence to service levels as defined by the client

• Headcount management/co-ordination at client site.

Project & Team Management

• Oversee multiple projects across different Lines of Business (LOBs), ensuring timely delivery and quality standards.
• Lead a diverse team of 20+ members, including Business Analysts, Process Excellence Leads/AMs & content developers.
• Foster a collaborative and high-performance culture by setting clear goals, mentoring team members, and driving accountability.

Operational & Process Excellence

• Identify process gaps and implement efficiency-driven solutions to improve workflows and service delivery.
• Work closely with Process Excellence Analysts to standardize operations, reduce inefficiencies, and drive continuous improvement.
• Leverage data insights to track performance, optimize processes, and ensure compliance with internal and client-defined SLAs.

Required skills and attributes

• Currently working as at least Assistant Manager or Manager for 2+ years

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• Strong Analytical & Problem-Solving Skills
• Should have demonstrated project / program management skills
• Extensive understanding of mistake proofing & automation tools
• Lean Six Sigma GB certified (or BB trained) would be added advantage
• Experience of E-Commerce / Internet Industry either directly with organizations in this space or indirectly as a service provider would be an added advantage
• People management skills
• Great communication skills, Self-Motivated Independent worker, Excellent interpersonal skill
• Strong stakeholder and client management skills.
• Ability to lead and manage a diverse team across multiple functions.
• Excellent analytical, problem-solving, and decision-making abilities.
• Proficiency in project management tools, reporting dashboards, and financial systems is a plus.

Keynotes:

Work from Client location (leading ecom/shopping website)

5 Days working/India work hours

Salary up to 12 LPA + Benefits & Perks