Manager - Lean Practice.Client Experience and Conduct-Lean

Mashreq; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading bank in Bengaluru is looking for a professional with extensive experience in process excellence and journey re-engineering. The role requires proficiency in Lean Six Sigma methodologies, strong analytical skills, and a proven track record in optimizing banking processes. The ideal candidate will lead assessments, analyze customer data, and implement improvements to enhance the overall customer experience and operational efficiency. Candidates should have a relevant degree and significant experience in transformation programs.

Qualifications

• 8-12 years of process excellence and journey re-engineering experience.
• Strong expertise in DMAIC, DMADV/DFSS, and advanced statistical methods.
• Ability to prepare all project-related artefacts.

Responsibilities

• Lead E2E journey assessments and manage various aspects.
• Analyze VOC, NPS, and customer complaints data.
• Facilitate Kaizen events and improvement workshops.

Skills

Lean Six Sigma methodologies

Process optimization

Journey reengineering

Data-driven improvements

Education

Degree in Business, Engineering, or related discipline

Six Sigma Green Belt or Black Belt

Tools

MS Office

Data analytics tools

Job description

Job Description

The job holder has proven expertise in end‑to‑end journey assessments across both digital and traditional banking processes. The role demands a strong command of Lean Six Sigma methodologies, advanced process optimization, and journey reengineering techniques. The incumbent will diagnose systemic inefficiencies, eliminate waste, and embed data‑driven improvements that elevate customer experience, strengthen risk and compliance posture, and accelerate automation and digital transformation.

• Lead and manage various aspects of E2E journey assessments, including diagnostics, re‑design, and implementation.
• Capture and analyze VOC, NPS, CSAT, and customer complaints data to pinpoint frictional process steps.
• Prioritize and execute projects that deliver measurable uplift in customer experience and are in line with the overall CXCG strategy.
• Apply DMAIC, DMADV, or DFSS frameworks to address process gaps and redesign critical journeys.
• Define, monitor, and optimise KPIs, SLAs, DPMO, Sigma levels, and process cycle efficiency.
• Partner with business units and support cross‑functional teams to embed control measures and provide enhancements in redesigned processes (As‑is vs. To‑be).
• Facilitate Kaizen events, rapid improvement workshops, and Gemba walks with stakeholders.
• Conduct Lean deployment and sustain assessments as per framework to ensure long‑term sustainability of Lean culture.
• Translate complex analytical findings into clear, actionable recommendations for decision‑makers.
• Track hard and soft benefit realisation, ensuring process changes deliver long‑term impact.
• Drive the implementation of visual SOPs across the bank and improve adoption for self‑paced learning.
• Identify gaps in skills or knowledge that may be hindering performance and recommend relevant training to address these gaps and improve overall productivity.
• Lead and facilitate the governance framework by overseeing and improving organisational procedures and job functions.
• Report Lean project key metrics and achievements for the Lean Kanban dashboard.

Key Results

• E2E journey assessments and detailed diagnostic reports with quality findings and recommendations using Lean Six Sigma and CX tools.
• Execute the scope of projects by analysing existing procedures and recommending to‑be proposals for improvement.
• Facilitate implementation of Lean recommendations using agile delivery methodologies and adherence to project timelines.
• Reduction in Lean waste, thereby improving CX and internal efficiencies.
• Ensure project outcomes are measurable and achieved.
• Foster strong relationships with internal and external stakeholders to ensure optimal performance.
• Provide consultancy support for concepts, principles and tools of Lean Six Sigma, process re‑engineering, analytical, diagnostic expertise and agile deliveries.
• Achieve project objectives, define KPIs and improve SLAs.
• Undertake continuous training and development for self and Lean champions across the organisation.
• Use a combination of quantitative data (productivity metrics, task completion times, rework) and qualitative assessments (feedback from stakeholders and subjective evaluations) to evaluate capacity and productivity of individuals to perform specific tasks of E2E processes.
• Facilitate improvement roadmaps by analysing organisational workflows and suggesting enhancements to ensure seamless integration of technology.
• Conduct study of various work streams and harness technological tools to augment organisational processes and methods for improved TAT and user experience.

Minimum Qualifications / Experience

• Degree level or equivalent in Business, Engineering, Operations Management, or related discipline in customer experience or service design.
• Six Sigma Green Belt or Black Belt (mandatory). Lean certification preferred from accredited body or international equivalent.
• Strong expertise in DMAIC, DMADV/DFSS, SIPOC, VSM, Kaizen, FMEA, COPQ analysis, hypothesis testing, SPC, control charts, and advanced statistical methods.

Professional Qualifications / Regulatory Requirements

Education

• Degree level or equivalent in Business, Engineering, Operations Management, or related discipline in customer experience or service design.

Knowledge & Experience

• Minimum 8–12 years of process excellence and journey re‑engineering experience, preferably within banking/financial services.
• Familiarity with banking operations, financial services, retail, corporate banking products, and regulatory frameworks is considered a plus.
• Proven track record in medium to large‑scale transformation programs, diagnostics projects, SOP reviews, digital or non‑digital enablement, and regulatory compliance.
• Ability to understand and implement Mashreq frameworks of Lean Six Sigma approach and methodology, project management, documentation standards.
• Ability to prepare all project‑related artefacts, project plan, charter, RAID, etc.
• Assess effective use of technology to streamline tasks of individuals involved in a process to resolve organisational problems.
• Execute the scope of projects by analysing existing procedures and recommending to‑be proposals for improvement.
• Familiarity with banking operations, retail/corporate banking products, and regulatory frameworks.
• Facilitate scrum in implementing approved recommendations, using agile delivery, issuing revised instructions and process manuals.
• Proficient use of MS Office, Miro, Azure and data analytics tools in preparing dashboards and reports on projects.