Continuous Improvement Manager

PwC Acceleration Center India; Bengaluru Urban; Vor Ort; INR 2.500.000 - 4.000.000; Vollzeit

Zusammenfassung

PwC Acceleration Center India in Bengaluru seeks a Continuous Improvement & Delivery Manager to lead a small two-person team focused on service performance uplift, process improvement, and customer experience enhancement. You will drive improvements using data, insights, and structured plans to achieve sustainable uplift.

The role requires Lean Six Sigma, ITIL/ITSM knowledge, and strong leadership, stakeholder management, and project management skills to deliver across Tech Hub initiatives.

Qualifikationen

• Lean process improvement qualifications and demonstrated experience applying Lean methods in an operational or technology environment.
• Experience leading process improvement and customer experience initiatives that improve service outcomes and ways of working.
• Experience driving service performance uplift beyond service level objective monitoring, including root cause analysis, improvement planning, and benefit tracking.
• Proven ability to embed uplift in both process and capability through adoption planning, stakeholder coaching, communications, and reinforcement of improved ways of working.
• Understanding of risk and controls in process improvement, including the ability to identify control impacts, manage operational risks, and embed sustainable and well controlled improvements.
• Experience leading or coordinating a small team, including setting priorities, coaching team members, and ensuring delivery quality.
• Strong analytical and problem-solving skills, with the ability to translate operational, service performance, and customer experience data into clear insights and actions.
• Strong stakeholder management skills, including the ability to work with Technology teams, governance stakeholders, business partners, and service owners.
• Ability to influence senior stakeholders and create transparency on progress, risks, dependencies, decisions, and delivery outcomes for leadership-sponsored initiatives.
• Strong project management skills, including the ability to plan initiatives, manage milestones, coordinate stakeholders, track dependencies, elevate risks, and report progress against outcomes.
• Ability to prepare clear reporting, insights, recommendations, and improvement updates for management and leadership audiences.
• An experienced technical expert who uses your specialised skills to provide advice, influence others, and help by directly contributing to solutions.
• Ability to solve complex work problems leveraging overarching guardrails, experience and strong judgement.
• Experience being a first level operational Team Leader with full responsibility for other team members (up to 10 people) to deliver results.
• Ability to consider direction and form annual prioritisation of work.
• Ability to be actively involved in large projects and/or leading medium scale projects.

Aufgaben

• Lead and develop a small team of two people focused on service performance uplift, process improvement, and customer experience improvement.
• Drive service performance uplift across Tech Hub, using operational data, service insights, stakeholder feedback, and customer experience measures to identify improvement opportunities.
• Move beyond service level objective monitoring by identifying root causes, shaping improvement plans, and embedding sustainable uplift in service outcomes.
• Apply Lean process improvement methods to simplify ways of working, reduce waste, improve flow, and strengthen operational effectiveness.
• Embed process and capability uplift across teams by supporting adoption, coaching stakeholders, and reinforcing improved ways of working.
• Track Tech Hub Leadership Team deliverables for leadership-sponsored initiatives, Apply project management disciplines to plan, coordinate, track, and report on improvement initiatives, including milestones, risks, dependencies, decisions, and outcomes.
• Partner with Technology teams, Finance, governance stakeholders, and business partners to translate performance insights into practical improvement actions.
• Prepare clear reporting, insights, and recommendations that demonstrate service performance trends, improvement progress, and realised uplift including actions, dependencies, risks, decisions, progress, and outcomes.

Kenntnisse

Lean Six Sigma

Continuous Improvement

ITIL

ITSM

Quality

Stakeholder Management

Project Management

Leadership

Data Analysis

Jobbeschreibung

Job Title - Continuous Improvement & Delivery Manager

Experience - 8-12years

Shift Time - 7am - 3:30pm

Skill Requirement - Continuous Improvement, Lean Six sigma, ITIL, ITSM, Quality

As a Continuous Improvement & Delivery Manager in our Tech Hub team, your impact will be seen through the following accountabilities:

• Lead and develop a small team of two people focused on service performance uplift, process improvement, and customer experience improvement
• Drive service performance uplift across Tech Hub, using operational data, service insights, stakeholder feedback, and customer experience measures to identify improvement opportunities
• Move beyond service level objective monitoring by identifying root causes, shaping improvement plans, and embedding sustainable uplift in service outcomes
• Apply Lean process improvement methods to simplify ways of working, reduce waste, improve flow, and strengthen operational effectiveness
• Embed process and capability uplift across teams by supporting adoption, coaching stakeholders, and reinforcing improved ways of working
• Track Tech Hub Leadership Team deliverables for leadership-sponsored initiatives, Apply project management disciplines to plan, coordinate, track, and report on improvement initiatives, including milestones, risks, dependencies, decisions, and outcomes
• Partner with Technology teams, Finance, governance stakeholders, and business partners to translate performance insights into practical improvement actions
• Prepare clear reporting, insights, and recommendations that demonstrate service performance trends, improvement progress, and realised uplift including actions, dependencies, risks, decisions, progress, and outcomes

As a Continuous Improvement & Delivery Manager you will have the following knowledge and skills:

• Lean process improvement qualifications and demonstrated experience applying Lean methods in an operational or technology environment
• Experience leading process improvement and customer experience initiatives that improve service outcomes and ways of working
• Experience driving service performance uplift beyond service level objective monitoring, including root cause analysis, improvement planning, and benefit tracking
• Proven ability to embed uplift in both process and capability through adoption planning, stakeholder coaching, communications, and reinforcement of improved ways of working
• Understanding of risk and controls in process improvement, including the ability to identify control impacts, manage operational risks, and embed sustainable and well controlled improvements
• Experience leading or coordinating a small team, including setting priorities, coaching team members, and ensuring delivery quality
• Strong analytical and problem-solving skills, with the ability to translate operational, service performance, and customer experience data into clear insights and actions
• Strong stakeholder management skills, including the ability to work with Technology teams, governance stakeholders, business partners, and service owners
• Ability to influence senior stakeholders and create transparency on progress, risks, dependencies, decisions, and delivery outcomes for leadership-sponsored initiatives
• Strong project management skills, including the ability to plan initiatives, manage milestones, coordinate stakeholders, track dependencies, elevate risks, and report progress against outcomes
• Ability to prepare clear reporting, insights, recommendations, and improvement updates for management and leadership audiences
• An experienced technical expert who uses your specialised skills to provide advice, influence others, and help by directly contributing to solutions.
• Ability to solve complex work problems leveraging overarching guardrails, experience and strong judgement.
• Experience being a first level operational Team Leader with full responsibility for other team members (up to 10 people) to deliver results.
• Ability to consider direction and form annual prioritisation of work.
• Ability to be actively involved in large projects and/or leading medium scale projects.