Senior Manager - Process Excellence

Firstsource; Gurugram District; Hybrid; INR 4,000,000 - 7,000,000; Full time

Job summary

Firstsource is seeking a Senior Manager – Process Excellence to lead enterprise-wide transformation in a BPO context with Telecom domain preference. The role focuses on Lean Six Sigma, automation, and Gen AI initiatives to deliver measurable business impact.

The candidate should have 10+ years in process excellence, strong analytics, and hands-on experience with RPA tools and AI in operations; you will collaborate with Digital, Technology, CX, and Operations teams to realize benefits.

Qualifications

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

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.

Skills

Lean Six Sigma

DMAIC

Process Mapping

RPA

Gen AI

Data Analytics

Stakeholder Management

Education

Black Belt Certification

Tools

UiPath

Automation Anywhere

Blue Prism

Power BI

SQL

Python

Job description

Job Description:

Sr. Manager – Process Excellence

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