Senior Manager/ Manager - Process Excellence

Coindcx; Mumbai; On-site; INR 1,800,000 - 2,700,000; Full time

Job summary

CoinDCX in Mumbai is seeking a seasoned Process Excellence professional to build and own the CX process improvement function. You will define SOPs, drive root-cause analyses, and implement structural fixes across product, ops, and risk teams.

You will map end-to-end CX processes, identify automation opportunities with Tech and Engineering, and maintain KPI trees for ongoing performance gains. This role reports into the Customer Experience leadership and requires strong cross-functional

Qualifications

• 6–8 years of experience in process excellence within customer experience, contact center, or BPO.
• Structured problem-solving methodologies: Lean, Six Sigma, or DMAIC.
• Proven track record owning SOP/governance and root-cause-to-fix cycles.
• Strong analytical skills with Excel/Sheets/SQL and dashboards.

Responsibilities

• Own CX SOPs, version control, and audit trails; run staleness audits.
• Lead root cause analysis and translate findings into structural fixes.
• Map CX processes end to end and identify automation opportunities.
• Collaborate with Product, Ops, Tech, and QA to review/process changes.
• Run risk/compliance reviews for workflows with fraud/AML/regulatory exposure.
• Build KPI trees and monitor RCA cycle time and automation ROI.

Skills

Lean

Six Sigma

DMAIC

Excel

Google Sheets

SQL

Dashboards

Process mapping

Tools

Lucidchart

Miro

Visio

Power BI

Job description

Job Summary

The CoinDCX Journey: Building the Future of Finance At CoinDCX, our mission is clear: to make crypto and blockchain accessible to every Indian and enable them to participate in the future of finance. As Indias first crypto unicorn valued at 45B, we are reshaping the financial ecosystem by building safe, transparent, and scalable products that power adoption at scale. We believe that change starts together. It begins with bold ideas, relentless execution, and people who want to build whats next. If youre driven by purpose and thrive in environments where your work defines the next chapter of an industry, youll feel right at home here.

About the Role This isnt a typical process or operations role. You will build and own the Process Excellence function within CoinDCXs Customer Experience organization: the discipline that decides why CX processes break and how they get fixed for good, not just how a single ticket gets resolved. This is a high-impact role that sits at the intersection of process governance, root cause analysis, and regulatory risk, directly shaping how millions of Indian customers experience crypto. Youll define the standards the frontline operates against, run the root cause discipline that turns escalation patterns into structural fixes, and hold a formal line into Risk and Compliance, making this one of the most foundational roles in our Customer Experience function.

Responsibilities

• Process Governance & SOP Ownership: Own the single source of truth for CX SOPs and playbooks, including version control and audit trails Run staleness audits to ensure SOPs are updated within a defined window of any related policy or product change Chair the Process Governance Forum with Product, Ops, Tech, and QA to review and approve process changes before rollout
• Root Cause Analysis & Structural Fixes: Analyze escalation, repeat contact, and complaint data to identify root causes, using structured problem-solving methods such as DMAIC, 5 Whys, or fishbone analysis Convert findings into structural fixes and route them to the correct owner in Product, Ops, or Policy, tracking each one through to closure Own RCA cycle time as a core performance metric, and drive down repeat contacts tied to process, not agent, causes
• Process Mapping, Value Stream Analysis & Automation: Map and continuously refine CX process flows end to end, identifying redundant handoffs, manual steps, and friction points Identify and prioritize automation opportunities, building the business case in partnership with Tech and Engineering, who own build and deployment
• Risk & Compliance Process Governance: Run a standing monthly review with Risk and Compliance on process gaps carrying fraud, AML/KYC, or regulatory exposure Ensure no process change affecting a Risk or Compliance-tagged workflow goes live without sign-off from that review
• Data Analysis & Insights: Perform deep-dive analysis on escalation trends, complaint drivers, SOP staleness, and automation ROI Build and maintain a KPI tree covering SOP coverage, RCA cycle time, escalation reduction, and automation throughput Translate insights into a prioritized, quantified roadmap rather than a running list of observations
• Stakeholder Management & Change Leadership: Collaborate closely with QA, Ops, WFM, Product, Tech, and Risk & Compliance to keep process ownership clean and non-overlapping Lead adoption tracking, training handoff, and post-launch adherence checks for every process rollout, since a change that isnt adopted isnt a fix Act as the bridge between what leadership expects and what actually happens on the ground, and be direct when the two dont match

What Youll Need

• 6 to 8 years of experience in process excellence, continuous improvement, or operational excellence, preferably within customer experience, contact center, or BPO environments
• Working knowledge of structured problem-solving methodologies such as Lean, Six Sigma, or DMAIC
• Demonstrated track record of owning SOP or knowledge base governance and running root-cause-to-fix cycles, not just producing analysis
• Strong analytical skills with hands-on experience in Excel, Google Sheets, SQL, or dashboards to interpret complex data
• Experience building process flow diagrams using tools such as Lucidchart, Miro, or Visio
• Proven ability to drive cross-functional change and secure process adoption from teams that do not report into this role
• Excellent stakeholder management and communication skills, including comfort presenting to senior leadership, Risk, and Compliance
• Working familiarity with CRMs like Sprinklr, Freshdesk, Zendesk, or similar platforms

Good to Have

• Experience in fintech, crypto, or high-growth startups
• Prior exposure to AML, KYC, or fraud risk processes in a regulated environment
• Knowledge of automation, workflows, or RPA-driven process redesign
• Exposure to tools like SQL, Power BI, or other data visualization platforms

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