Position Summary

We are seeking a qualified Lead Process Excellence professional to drive continuous improvement and operational transformation initiatives within a BPO/CPO environment.

This role will focus on identifying process gaps, leading structured improvement projects, analyzing business performance, and implementing solutions that improve operational efficiency, service quality, and productivity. The successful candidate will work closely with Operations and cross-functional teams to ensure improvements are effectively implemented and sustained.

Core Responsibilities

• Lead and execute process improvement projects using Lean Six Sigma Green Belt and DMAIC methodologies.

• Assess existing workflows, identify operational inefficiencies, and recommend practical solutions through process mapping and root cause analysis.

• Analyze business and operational data to identify trends, performance gaps, and opportunities for improvement.

• Develop and maintain process documentation, including SOPs, workflow diagrams, process maps, and training materials.

• Partner with Operations, Reporting/MIS, and other business functions to implement improvement initiatives.

• Facilitate improvement workshops, process reviews, and stakeholder discussions.

• Establish control measures to monitor results and ensure long-term sustainability of implemented improvements.

• Prepare and present project findings, recommendations, and progress reports to stakeholders.

• Coordinate multiple improvement initiatives while ensuring timely execution and alignment with business objectives.

Minimum Qualifications

• Bachelor's degree in Business, Industrial Engineering, Data Analytics, Operations Management, or a related discipline.

• Certified Lean Six Sigma Green Belt.

• 3–5 years of relevant experience in process excellence, continuous improvement, business analysis, or operations.

• Previous BPO/CPO industry experience.

• Demonstrated experience managing Green Belt-level improvement projects using DMAIC, RCA, process mapping, and workflow analysis.

• Strong analytical and problem-solving abilities, with the capacity to convert data insights into actionable business solutions.

• Proficiency in Microsoft Excel, PowerPoint, and process documentation tools.

• Experience preparing SOPs, process documentation, and training materials.

• Excellent communication and presentation skills, with the ability to engage cross-functional stakeholders.

• Strong project coordination and organizational skills, including the ability to manage competing priorities.

Advantageous Qualifications

• Additional exposure to Lean, Kaizen, or advanced continuous improvement practices.

• Experience collaborating with Six Sigma Black Belts, Business Excellence Managers, or Transformation teams.

• Working knowledge of Power BI, Tableau, or similar data visualization platforms.

• Experience facilitating workshops, operational huddles, and process improvement sessions.

• Proven ability to influence stakeholders and support the adoption of new processes.

• Experience implementing control plans and standardization measures to sustain business improvements.

• Strong business writing, training delivery, and stakeholder engagement capabilities.