Assistant Manager - Process Excellence

Emeritus; Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Emeritus in Mumbai seeks an ambitious Assistant Manager to drive Process Excellence, lead re-engineering and automation across service delivery, and manage high-priority escalations. You will diagnose systemic failures, design risk mitigation, and ensure zero repetition of errors through corrective actions.

The role requires strong change management, documentation ownership, and collaboration with cross-functional teams to deliver an “Error-Free” delivery experience.

Qualifications

• Experience in Process Excellence or Operations (8-10 years) in service industry/edtech preferred.
• Bachelor's or Master's degree in Business, Engineering, or related field.
• Lean Six Sigma Green/Black Belt or PMP certification preferred.

Responsibilities

• Lead Process Re-engineering to eliminate waste and map CTQs across delivery processes.
• Drive Automation initiatives with error-proofing and formal business rules for service delivery teams.
• Oversee the Escalation Management Desk with rapid CEO-level escalation handling and root-cause analysis.
• Own SOP lifecycle, maintain version control, and support ISO audits.

Skills

Process Improvement

Risk Analysis

FMEA

Automation Planning

Change Management

Education

Bachelor's/Master's degree in Business or Engineering

Tools

BRD drafting

SOP management

ISO audits support

Job description

Job Title: Assistant Manager - Process Excellence & Escalation Management

Department: Service Delivery / Operational Excellence

Reports to: Associate Director / Senior Manager - Process Excellence

Role Overview

We are looking for a relentless change agent to lead our Process Re-engineering and Automation initiatives. As the AM - Process Excellence, you won't just suggest improvements you will diagnose systemic failures, design robust risk-mitigation strategies, and act as the bridge between manual operations and high-tech automation. You are the custodian of our "Error-Free" vision.

You will also lead the Escalation Management Desk, turning every crisis into a systemic process improvement.

Key Responsibilities

1. Process Re-engineering & Risk Mitigation

• Analyze existing Service Delivery workflows and conduct end-to-end Process Re-engineering to eliminate waste and non-value-adding steps.
• Perform FMEA (Failure Mode and Effects Analysis) to proactively identify and mitigate risks before they impact the end-user experience.
• Identify process risks both pre- and post-redesign to ensure no new gaps are introduced during transitions.
• Map inter-process dependencies across cross-functional teams and define CTQs (Critical to Quality) and formal definitions for all core delivery processes.

2. Automation & "Error-Proofing" Architecture

• Identify opportunities for Poka-Yoke (Error Proofing) through technology and system logic.
• Draft comprehensive BRD and define precise Business Rules for the Service Delivery Project and Automation teams.
• Actively provide inputs to the Quality Control (QC) team to design and conduct targeted audits for errors that cannot be technologically error-proofed.
• Prepare formal Change Management Proposals in discussion with cross-functional teams to enable smooth automation rollouts and organizational shifts.

3. Escalation Management Desk & Error Intelligence

• Lead the Escalation Management Desk, ensuring a rapid response mechanism for high-priority/CEO-level escalations.
• This role requires your flexibility in working hours, and ability to reach out and pacify concerned global learners.
• Maintain a "Process-Wise Error Register" categorized by the root causes observed during escalations across all delivery verticals.
• Maintain a Corrective Action Register and drive structural changes to ensure "Zero Repetition" of identified errors.
• Draft responses and executive summaries for the CEO and key stakeholders regarding sensitive delivery matters.

4. Documentation & Standard Operations

• Take full ownership of the SOP Lifecycle: Frequently re-draft and update SOPs for respective teams based on the evolving scope of automation and process changes.
• Maintain strict version control for all processes, policies, and SOP documentation.
• Support the ISO team with documentation and facilitation of ISO audits.

Candidate Profile & Qualifications

• Experience: 8-10 years in Process Excellence or Operations (Service Industry/EdTech experience preferred).
• Education: Bachelor's/Master's degree in Business, Engineering, or a related field.
• Certifications: Lean Six Sigma (Green/Black Belt) or PMP.