Manager/ Sr. Manager - Business Process Improvement (BPI)

Chargeback Gurus; Chennai District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Chargeback Gurus is seeking a senior leader to drive end-to-end process improvement across global operations in Chennai. You will lead large-scale initiatives using Lean Six Sigma, DMAIC and RPA, map as-is/to-be processes, and build business cases for change.

You will design SOPs, drive automation, manage projects, develop real-time dashboards in Power BI, and mentor teams while ensuring compliance and governance.

Qualifications

• 15+ years of experience in process improvement, operations strategy, or analytics.
• Six Sigma Black Belt, PMP, Agile, or RPA certifications preferred.
• Expertise in process modeling, automation enablement, and efficiency improvement.
• Proficient with Jira, Confluence, Power BI, Tableau, UiPath, and related platforms.

Responsibilities

• Lead and deliver large-scale process transformation initiatives using Lean Six Sigma, DMAIC, and Kaizen methodologies.
• Perform detailed as-is/to-be process mapping using BPM tools to model, simulate, and optimize process flows.
• Conduct time-motion studies, activity-based costing (ABC), FMEA, value stream mapping, and RCA to identify inefficiencies.
• Develop business cases for change initiatives, including cost-benefit analysis, effort estimates, and implementation roadmaps.
• Design SOPs, RACI matrices, and governance models to ensure accountability and consistency across teams.
• Drive initiatives to reduce Average Handling Time (AHT), improve process accuracy, and optimize resource utilization.
• Standardize and document processes across global teams with a focus on compliance, scalability, and automation.
• Promote a culture of continuous improvement and operational excellence through regular audits, benchmarking, and feedback loops.

Skills

Leadership

Stakeholder mgmt

Operational excellence

Data analysis

Process improvement

Project management

Education

Bachelor's degree

Tools

Jira

Confluence

Power BI

Tableau

UiPath

Job description

Key Responsibilities

1. Process Reengineering & Excellence

• Lead and deliver large-scale process transformation initiatives using Lean Six Sigma, DMAIC, and Kaizen methodologies.
• Perform detailed as-is/to-be process mapping using BPM tools to model, simulate, and optimize process flows.
• Conduct time-motion studies, activity-based costing (ABC), FMEA (Failure Mode and Effects Analysis), value stream mapping, and root cause analysis (RCA) to identify inefficiencies.
• Develop business cases for change initiatives, including cost-benefit analysis, effort estimates, and implementation roadmaps.
• Design standard operating procedures (SOPs), RACI matrices, and governance models to ensure accountability and consistency across teams.
• Drive initiatives to reduce Average Handling Time (AHT), improve process accuracy, and optimize resource utilization.
• Standardize and document processes across global teams with a focus on compliance, scalability, and automation.
• Promote a culture of continuous improvement and operational excellence through regular audits, benchmarking, and feedback loops.

2. Automation & Efficiency Enablement

• Identify automation opportunities across workflows using different tools, low-code platforms (e.g., Power Automate, Appian), and custom APIs.
• Understand and work with product, engineering, and IT teams on automation architecture and integration strategies.
• Oversee the development of BRDs and FRDs, ensuring alignment with automation best practices and operational needs.
• Deploy automation solutions with robust exception handling, real-time monitoring, and audit trail maintenance.
• Track and report on automation KPIs, including cycle time reduction, cost savings, efficiency gains, and error rate improvements.
• Explore and recommend intelligent automation opportunities leveraging AI/ML, OCR, NLP, and predictive analytics.

3. Program & Project Leadership

• Manage complex, cross-functional projects end-to-end, from ideation through implementation.
• Define scope, develop project plans, allocate resources, mitigate risks, and track success against KPIs.
• Drive high-quality, on-time, and within-budget project delivery.
• Own transition frameworks for new client onboarding and project offboarding.

4. Data Analytics & Insights

• Perform advanced analysis on operational metrics, win rates, bottlenecks, and cost structures.
• Design and manage real-time reporting dashboards (Power BI) to support leadership decision-making.
• Translate analytical insights into actionable strategies that drive process enhancements and efficiency gains.

5. Research & Industry Intelligence

• Conduct competitive benchmarking, market trend analysis, and best practices research.
• Participate in industry forums, webinars, and advisory groups to stay current on emerging practices and technologies.
• Provide thought leadership and strategic recommendations based on research insights.

6. Stakeholder & Change Management

• Act as a strategic advisor and partner to leadership, presenting data-driven recommendations.
• Lead change management efforts including stakeholder engagement, training initiatives, and communications.
• Visualize and articulate complex ideas and process designs effectively to diverse audiences.

7. Compliance, Risk & Audit Support

• Ensure all BPI initiatives align with regulatory frameworks (GDPR, SOC, PCI) and organizational policies.
• Identify and proactively mitigate operational risks through control validation and process safeguards.

8. Performance Reporting & MIS Oversight

• Work with MIS and analytics teams to deliver accurate, insightful, and action-oriented reporting.
• Develop operational KPIs, dashboards, and trackers that measure and drive performance improvements.
• Ensure consistent P&V (Performance & Vulnerability) reporting for critical client engagements.

Required Qualifications

• 15+ years of experience in process improvement, operational strategy, or analytics roles.
• Six Sigma (Black Belt), PMP, Agile, or RPA certifications preferred.
• Expertise in process modeling, automation enablement, and efficiency improvement.
• Proficient with Jira, Confluence, Power BI, Tableau, UiPath, and related platforms.

• Advanced problem-solving skills with the ability to independently lead initiatives with minimal supervision.
• Excellent analytical, documentation, and communication skills. Preferred Attributes
• Experience in fast-paced fintech, SaaS, or B2B product-led organizations.
• Proven experience in building scalable processes that drive operational excellence.
• Strong leadership presence with the ability to influence cross-functional and executive stakeholders.
• Familiarity with product lifecycle, agile delivery best practices
• Strong leadership presence with ability to influence across organizational levels.
• Familiarity with agile delivery, continuous improvement programs, and digital transformation initiatives.
• Ability to lead multiple large-scale initiatives with limited supervision This is a high-impact leadership role offering significant influence on enterprise operations. If you're passionate about building systems that scale, driving transformation through data and design, and elevating operational standards, this opportunity is for you.