Assistant Manager Process Excellence & Escalation Management (Jaipur)

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

Job summary

Emeritus in Jaipur is looking for an AM Process Excellence to lead process re-engineering and automation initiatives. You will analyze workflows, identify risks, and ensure error-proofing systems are in place for delivering quality outcomes.

The ideal candidate has 8-10 years of experience in process excellence, a degree in Business or Engineering, and certifications like Lean Six Sigma. This position demands technical savvy and the courage to challenge the status quo to lead significant operational improvements.

Qualifications

• 8-10 years in Process Excellence or Operations.
• Lean Six Sigma certification preferred.
• Proven ability to translate operational needs into technical documents.

Responsibilities

• Analyze workflows and conduct process re-engineering.
• Lead Escalation Management Desk and drive process improvements.
• Maintain version control for all processes and documentation.

Skills

Process Re-engineering

Risk Mitigation

Automation Logic

Lean Six Sigma

Data Analysis

Education

Bachelors/Masters degree in Business, Engineering

Job description

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 Business Requirement Documents (BRD) and define accurate 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 abililty to reach out and pacify concerned global learner.
• 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 & Qualification

• Experience: 810 years in Process Excellence or Operations (Service Industry/EdTech experience preferred).
• Education: Bachelors/Masters degree in Business, Engineering, or a related field.
• Certifications: Lean Six Sigma (Green/Black Belt) or PMP.
• Technical Savvy: Proven ability to translate complex operational needs into technical BRDs and automation logic.
• Soft Skills (The “Must‑Haves”):
• The courage to put forward logical, data‑backed views in any forum, even when challenging the status quo.
• A passion for making tangible change rather than just following a checklist.
• Ability to understand complex challenges and communicate them simply to stakeholders.
• Resilience: Ability to manage a high‑pressure Escalation Desk while maintaining a long‑term focus on process quality.

Impact of the Role

• Systematically reduce the volume of high‑level escalations through structural error‑proofing.
• Accelerate the digital maturity of the Overall Service Delivery ecosystem.
• Drive a culture where logic, efficiency, and data outperform “the way we’ve always done it.”