Manager - Process Excellence & Quality

STEMZ Healthcare; Gurugram District; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

STEMZ Healthcare is seeking a Process Excellence Manager in India to design and optimize end-to-end processes across functions. The role leads process mapping, SOP development and governance, driving risk controls and continuous improvement initiatives.

You will coordinate with Operations, Medical, IT, HR, Finance and more to standardize practices and improve service delivery. Candidates should have a bachelor's degree and at least 7 years in process excellence, with 2 years in a managerial

Qualifications

• Bachelor's degree in Engineering, Operations, Business Management or a related discipline.
• Minimum 7 years of experience in process excellence, business process management, operational excellence, transformation or service delivery.
• Minimum 2 years of experience in a managerial or team-lead role.
• Experience within GCC, BPM, shared-services, outsourcing or other process-intensive service environment.
• Demonstrated experience in personally designing and implementing end-to-end processes.
• Strong experience in process mapping, SOP development, risk controls, audit mechanisms and operational standardization.
• Practical experience implementing, maintaining or auditing a quality management system aligned with ISO 9001.
• Strong understanding of ISO 9001 principles, including process-based management, risk-based thinking, corrective actions and continual improvement.
• Experience implementing processes across multiple teams, locations or business units.
• Ability to analyse process failures, conduct root-cause analysis and implement corrective actions.
• Experience working with cross-functional stakeholders and driving process adoption.

Responsibilities

• Design and implement end-to-end processes, SOPs, workflows, controls and escalation mechanisms.
• Map existing processes and identify gaps, risks, duplication, delays and control weaknesses.
• Standardize processes across centres, departments and geographies.
• Define roles, approvals, service standards, turnaround times, quality checks and accountability.
• Conduct root-cause analysis and lead corrective and preventive actions.
• Develop process-audit frameworks, monitoring tools and management reports.
• Work with Operations, Medical, IT, HR, Finance, Procurement and other teams to improve process effectiveness.
• Support workflow automation, digitization and system integration in coordination with IT and MIS teams.
• Ensure processes meet client, contractual, regulatory and internal quality requirements.
• Train teams on new processes and monitor implementation and adherence.
• Drive continuous improvement and measurable operational improvement initiatives.

Skills

Process excellence

Root-cause analysis

Cross-functional collaboration

English communication

Travel willingness

Education

Bachelor's degree in Engineering/Operations/Quality Management

Tools

Excel

PowerPoint

Process-mapping tools

Job description

Process Excellence Manager Key Responsibilities

• Design and implement end-to-end processes, SOPs, workflows, controls and escalation mechanisms.
• Map existing processes and identify gaps, risks, duplication, delays and control weaknesses.
• Standardize processes across centres, departments and geographies.
• Define roles, approvals, service standards, turnaround times, quality checks and accountability.
• Conduct root-cause analysis and lead corrective and preventive actions.
• Develop process-audit frameworks, monitoring tools and management reports.
• Work with Operations, Medical, IT, HR, Finance, Procurement and other teams to improve process effectiveness.
• Support workflow automation, digitization and system integration in coordination with IT and MIS teams.
• Ensure processes meet client, contractual, regulatory and internal quality requirements.
• Train teams on new processes and monitor implementation and adherence.
• Drive continuous improvement and measurable operational improvement initiatives.

Mandatory Qualifications and Experience

• Bachelor s degree in Engineering, Operations, Business Management, Quality Management or a related discipline.
• Minimum 7 years of experience in process excellence, business process management, operational excellence, transformation or service delivery.
• Minimum 2 years of experience in a managerial or team-lead role.
• Experience within a GCC, BPM, shared-services, outsourcing or other process-intensive service environment.
• Demonstrated experience in personally designing and implementing end-to-end processes.
• Strong experience in process mapping, SOP development, risk controls, audit mechanisms and operational standardization.
• Practical experience implementing, maintaining or auditing a quality management system aligned with ISO 9001.
• Strong understanding of ISO 9001 principles, including process-based management, risk-based thinking, corrective actions and continual improvement.
• Experience implementing processes across multiple teams, locations or business units.
• Ability to analyse process failures, conduct root-cause analysis and implement corrective actions.
• Experience working with cross-functional stakeholders and driving process adoption.
• Proficiency in Microsoft Excel, PowerPoint and process-mapping tools.
• Strong written and verbal communication skills in English.
• Willingness to travel within India and internationally.

Nice-to-Have Qualifications and Experience

• Experience managing outsourced healthcare, medical, diagnostic, insurance claims, clinical support or other regulated workflows.
• Experience working with healthcare providers, medical teams, laboratories or diagnostic operations.
• Lean Six Sigma Green Belt or Black Belt certification.
• ISO 9001 Internal Auditor or Lead Auditor certification.
• Experience with other management systems and standards, such as ISO 27001, ISO 10002 and ISO 15189, as well as NABH and NABL.
• Experience with workflow automation, ERP, BPM or quality-management systems.
• Experience managing client SLAs, contractual controls or client audits.
• Exposure to international or multi-country operations.
• Experience in change management and large-scale process implementation.