Manager, Process Excellence & Change

Job Title: Manager, Process Excellence & Change

About the Function:

Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale.

About the Team:

The team is part of Global Business Operations, with members across Bangalore, Budapest, Bogotá, Gurugram, and Manila, working in a global environment with collaboration across time zones and cultures.

About the Role:

As Manager - OTC Process Excellence, you will work closely with the senior management team to drive Process Excellence Initiatives and Projects across the Order to Cash Function and bring efficiencies and effectiveness in processes. This role involves working in partnership with various stakeholders across Global Business Services (GBS) and the broader business/markets/regions.

Key Responsibilities and Accountabilities:

• Develop process improvement and innovation strategies for aligned business towers/segments, working closely with customers, businesses, IT, PMO, and process stakeholders.
• Ensure overall end-to-end customer experience/satisfaction, service delivery health, and continuous improvement projects for aligned business towers/segments.
• Plan, identify, and execute Continuous Improvement (CI) projects, and manage process improvement programs for assigned businesses.
• Plan and drive value stream/process mapping workshops to map current states, identify waste and improvement opportunities, and create lean and agile future-state designs of value streams/processes that deliver efficiency and effectiveness goals against targets/benchmarks.
• Support partner concerns, customer complaints/issues, Root Cause Analysis, Data Analytics, and Action Planning to provide solutions to address and mitigate risks/issues.
• Work in partnership with operations managers and capability leaders to study and analyze trends in process improvements, transformation, intelligent process automation, and plan targeted interventions to bridge capability gaps by ensuring right training interventions.
• Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization as required.
• Mentor Process Improvement Teams to improve internal quality and customer satisfaction (CSAT/NPS).
• Mentor Lean and Green Belt projects across the function to drive process improvements and efficiency.

Qualification & Skills:

• Background in Order to Cash in a global FMCG organization or service provider servicing FMCG accounts.
• Certified Black Belt in Lean Six Sigma from reputed institutes and/or organizations.
• Solid understanding of Quality and Process Improvement Methodologies (Six Sigma, LEAN).
• 8-12 years of professional experience, with 5+ years of experience working with senior management teams.
• Strong understanding of the relationship between process, organization, and business objectives.
• Ability to innovate and enhance procedures and methods to increase productivity and cost-effectiveness.
• Excellent communication and partner management skills.
• Proficiency with MS Office (Excel, PowerPoint) and Minitab.

Diversity Statement:

The organization aims to create an inclusive culture where everyone feels valued and can belong, celebrating diversity in the broadest possible sense.