Manager - Process Excellence

Firstsource; Mumbai; On-site; INR 1,500,000 - 2,700,000; Full time

Job summary

Firstsource in Mumbai seeks a seasoned Process Excellence leader to drive transformation within the BPO space, focusing on Lean Six Sigma, automation, and Gen AI initiatives.

You will lead enterprise-wide programs, deliver cost savings and KPI improvements, and partner with Digital, Technology, CX and Operations to ensure benefits realization.

Qualifications

• 10+ years in Process Excellence / Business Transformation.
• Strong BPO industry experience (Telecom domain preferred).
• Black Belt Certification preferred.
• Hands-on Lean, Six Sigma, CI frameworks.
• Exposure to RPA, Gen AI tools, analytics platforms.
• AI/ML applications in operations beneficial.

Responsibilities

• Lead enterprise-wide Process Excellence and Business Transformation initiatives.
• Drive Lean Six Sigma programs (DMAIC, process mapping, gap analysis).
• Identify and deliver cost savings, productivity gains, and quality improvements.
• Conduct data-driven diagnostics to improve KPIs (AHT, FCR, SLA, NPS).
• Identify automation opportunities using RPA and Intelligent Automation.
• Evaluate Gen AI use cases and Agentic AI opportunities for workflow orchestration.
• Partner with Digital, Technology, CX, and Operations for execution and governance.
• Track milestones, measure benefits realization, and ensure adoption.

Skills

Process Excellence

Business Transformation

Lean Six Sigma

DMAIC

RPA

Gen AI

AI/ML in ops

Stakeholder mgmt

Hybrid/independent work

Tools

UiPath

Automation Anywhere

Blue Prism

Power BI

Tableau

SQL

Python

Job description

Manager / Sr. Manager – Process Excellence

Location: Mumbai (Local candidates is a must)

Division: Business Transformation

Role Overview

We are hiring a seasoned Process Excellence professional with 10+ years of experience in driving transformation initiatives within the BPO industry (Telecom domain preferred). The role will focus on delivering measurable business impact through Continuous Improvement, Automation, and Next-Gen Digital interventions including Gen AI and Agentic frameworks.

Key Responsibilities

• Lead enterprise-wide Process Excellence and Business Transformation initiatives.
• Drive Lean Six Sigma programs (DMAIC, process mapping, gap analysis – AS-IS / TO-BE).
• Identify and deliver cost savings, productivity gains, and quality improvements.
• Conduct data-driven diagnostics to improve KPIs (AHT, FCR, SLA, NPS, error rates).
• Perform RCA and deploy sustainable solutions across operations.
• Identify automation opportunities using RPA and Intelligent Automation.
• Evaluate and implement Gen AI use cases (copilots, QA automation, call summarization, virtual assistants).
• Assess Agentic AI opportunities for workflow orchestration and autonomous task enablement.
• Leverage advanced analytics (descriptive, diagnostic, predictive) for opportunity identification.
• Build business cases for AI/ML and automation-led transformation initiatives.
• Partner with Digital, Technology, CX, and Operations teams for execution and governance.
• Track project milestones, measure benefits realization, and ensure adoption.

Must-Have Experience

• 10+ years in Process Excellence / Business Transformation.
• Strong BPO industry experience (Telecom domain preferred).
• Proven track record of delivering measurable business impact.
• Black Belt Certification (preferred from reputed organization).
• Hands-on experience with Lean, Six Sigma, CI frameworks.
• Strong exposure to RPA, Gen AI tools, Analytics platforms.
• Solid understanding of AI/ML application in operations.

Preferred Skillset

• Automation tools (UiPath, Automation Anywhere, Blue Prism, etc.)
• Analytics tools (Power BI, Tableau, SQL, Python – preferred)
• Strong stakeholder management and communication skills.
• Ability to work independently in a hybrid setup.

Success Metrics

• Cost savings & productivity improvement delivered
• Automation/AI use cases identified and deployed
• KPI improvements across operational metrics
• Stakeholder satisfaction & project execution excellence