Manager, Process Excellence & Change

Diageo Business Services India Pvt. Ltd.; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Diageo, Bangalore, seeks a Manager, Process Excellence & Change to drive end-to-end CI initiatives within Order to Cash. You will partner with senior management to map value streams, identify waste, and implement Lean improvements that raise efficiency and customer satisfaction.

You will mentor teams, lead Six Sigma projects, and collaborate with Global GBS and business stakeholders to deliver measurable outcomes. This role requires strong communication and cross-functional leadership.

Qualifications

• Background in Order to Cash in FMCG or global services for FMCG accounts.
• Certified Lean Six Sigma Black Belt from reputed institutes.
• Strong knowledge of Six Sigma and LEAN methodologies.
• 8–12 years of professional experience, with ≥5 years collaborating with senior management.
• Ability to drive process improvements aligning with business objectives.
• Excellent communication and partner management skills.
• Proficiency with MS Office (Excel, PowerPoint) and Minitab.

Responsibilities

• Develop and execute CI strategies for Order to Cash across business towers/segments.
• Ensure end-to-end customer experience and service delivery health; lead improvement projects.
• Plan and conduct value stream mapping to identify waste and design lean future state.
• Coordinate with operations, IT, PMO and stakeholders to deliver improvements.
• Provide updates on quality initiatives and root cause analysis to stakeholders.
• Mentor teams on process excellence and Lean initiatives to raise CSAT/NPS.

Skills

Order to Cash domain knowledge

Lean Six Sigma Black Belt

Six Sigma & LEAN

Senior management exposure

Process improvement

Communication skills

MS Office (Excel/PowerPoint)

Minitab

Tools

MS Office

Minitab

Job description

Job Description : Job Title-Manager, Process Excellence & Change About the Function

Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale. With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the crucial services that support our day-to-day performance, from finance to operations and beyond. It’s a truly global environment, where collaboration across time zones and cultures is part of everyday life. You’ll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It’s a great place to learn, grow and see the bigger picture.

About the team: (TE)

About the role: JD- Manager- OTC Process Excellence (L5A) As Manager - OTC Process Excellence, you will work closely with the senior management team to drive Process Excellence Initiatives and Projects across the Order to Cash Function and bring efficiencies and effectiveness in processes. This could be an individual contributor or team leader role and requires you to work in partnership with various stakeholders across the Global Business Services (GBS) and broader business/markets/regions. This role is pivotal to develop a culture of Process Excellence and Innovation, by strengthening the quality of end to end processes.

Key responsibilities and accountabilities

• Develop process improvement and innovation strategy for the aligned business towers / segments working closely with customer / business / IT / PMO / process stakeholders.
• Responsible for overall end to end customer experience / satisfaction; service delivery health and continuous improvement projects for the aligned business towers/segments.
• Plan, Identify and Execute CI projects and manage process improvement program for the assigned Business.
• Plan and drive value stream / process mapping workshops to map current state and identify waste and improvement opportunities to create a lean and agile future state design of the value streams/processes delivering efficiency and effectiveness goals against the targets / benchmarks.
• Support partner concerns, customer complaints/issues, Root Cause Analysis, Data Analytics and Action Planning to provide solutions to address and mitigate the risk/issues.
• Work in partnership with operations managers and capability leader to study and analyze trends in process improvements, transformation, intelligent process automation and plan targeted interventions to bridge capability gaps by ensuring right training interventions.
• Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization as required.
• Mentor Process Improvement Teams to improve internal quality and customer satisfaction (CSAT/ NPS).
• Mentor Lean and Green Belt projects across the function to drive process improvements and efficiency.

Qualification & Skills

• Background in Order to Cash in a Global FMCG organisation or Service Provider servicing FMCG accounts is critical to the role.
• Certified Black Belt in Lean Six Sigma from reputed institutes and/or organisations.
• Solid understanding of Quality and Process Improvement Methodologies (Six Sigma, LEAN).
• 8-12 years of professional experience, with 5+ years, of experience working with the senior management team.
• Strong understanding of the relationship between process, organization, and business objectives.
• Ability to innovate and enhance procedures and methods to increase productivity & cost-effectiveness.
• Excellent communication and partner management skills.
• Proficiency with MS Office (Excel, Power Point) and Minitab.

Diversity statement: Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We accept diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, approaches, and more. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world. Feel inspired? Then this may be the opportunity for you. If you require a reasonable adjustment, please ensure that you bring together this information when you submit your application.

Worker Type :Regular Primary Location:Bangalore Karle Town SEZ Additional Locations : Job Posting Start Date : 2026-08-18

With more than 200 brands sold in over 180 countries, we are home to a diverse portfolio of drinks enjoyed around the world. Every day, our talented colleagues bring creativity, expertise and passion to the brands people know and love. From established favourites to exciting new launches, the brands we build are shaped by culture, connected to local communities and made for life’s moments. By understanding our consumers and building strong, trusted relationships with our customers, we help our brands remain relevant, distinctive, and accessible. Our founders, including Arthur Guinness, John Walker and Charles Tanqueray, were visionary entrepreneurs whose ambition and ingenuity helped shape the drinks industry. Today, that pioneering spirit lives on through our people. Join us and you’ll work alongside talented colleagues from around the world, bringing together different perspectives, experiences and specialist skills. Together, you’ll challenge convention, explore new possibilities and help shape a more inclusive and sustainable future. You’ll be empowered to learn, grow, thrive, and make a lasting impact.

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