Senior Manager - Process Excellence

Firstsource-Solutions-1; Gurugram District; Hybrid; INR 2,500,000 - 5,500,000; Full time

Job summary

Firstsource-Solutions-1 is seeking a seasoned Senior Manager for Process Excellence in Gurugram. You will spearhead enterprise-wide transformation, drive Lean Six Sigma, and identify automation opportunities including Gen AI to improve KPIs.

You will partner with Digital, Technology, CX, and Operations to build business cases and realise benefits, delivering measurable impact and sustainable improvements in a hybrid work setup.

Qualifications

• 10+ years in Process Excellence / Business Transformation.
• BPO industry experience, Telecom domain preferred.
• Proven track record of cost savings and productivity gains.
• Black Belt Certification preferred from a reputed organization.
• Hands-on with Lean, Six Sigma, CI frameworks.
• Exposure to RPA, Gen AI tools and analytics platforms.

Responsibilities

• Lead enterprise-wide Process Excellence and Business Transformation initiatives.
• Drive Lean Six Sigma programs (DMAIC, mapping, gap analysis).
• Identify and deliver cost savings and quality improvements.
• Conduct data-driven diagnostics to improve KPIs (AHT, FCR, SLA, NPS).
• Identify automation opportunities using RPA and Intelligent Automation.
• Evaluate Gen AI use cases (copilots, QA automation, call summarization).
• Assess Agentic AI opportunities for workflow orchestration.
• Build business cases for AI/ML and automation-led transformation.
• Track milestones and ensure adoption with cross-functional teams.

Skills

Process excellence

Lean Six Sigma

Automation

Gen AI

Data analytics

Stakeholder management

Education

Black Belt Certification

Tools

UiPath

Power BI

SQL

Python

Job description

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Senior Manager - Process Excellence

Date: Oct 30, 2026

Location: Gurugram, HR, IN, 122009

Requisition ID: 24418

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