Job Description
Job Summary
We are looking for an experienced Continuous Improvement & Operational Excellence Manager to lead process improvement, service transition, training and quality, and operational excellence initiatives.
The role will be responsible for driving continuous improvement across service delivery operations, ensuring processes are standardized, documented, measurable, and effectively implemented. The position combines people leadership, process improvement, project management, and hands-on operational transformation.
Key Responsibilities
Lead the Continuous Improvement team and oversee the planning and execution of improvement initiatives.
Translate business priorities into clear improvement plans, timelines, resource requirements, and expected outcomes.
Lead process improvement activities, including process mapping, analysis, simplification, standardization, and redesign.
Identify opportunities to improve productivity, quality, efficiency, cycle time, capacity, and cost.
Apply Lean, Six Sigma, and other continuous improvement methodologies to solve operational challenges.
Lead service transition activities, including discovery, scope definition, readiness assessment, implementation, go-live, hypercare, and handover to operations.
Ensure new and improved processes are properly documented, communicated, implemented, and adopted by service delivery teams.
Develop and maintain SOPs, process documentation, templates, process libraries, and related governance standards.
Establish appropriate documentation controls, including approvals, version control, review cycles, access, and document retirement.
Identify opportunities for process automation and workflow improvements.
Oversee Training and Quality activities to ensure effective onboarding, capability development, quality assurance, and continuous learning.
Lead change management activities and work with stakeholders to drive adoption of new processes and ways of working.
Conduct root-cause analysis and implement corrective and preventive actions for recurring operational issues.
Manage Continuous Improvement projects, including project plans, resources, risks, dependencies, and expected benefits.
Monitor key performance indicators such as productivity, quality, cycle time, capacity, and cost, and provide regular management reports.
Ensure improvement initiatives have clear ownership, appropriate controls, measurable outcomes, and sustainable implementation.
Develop and manage a network of operational Subject Matter Experts (SMEs) to support service delivery and continuous improvement initiatives.
Work closely with senior management and operational teams to identify improvement opportunities and ensure successful implementation.
Recommend priorities and resource allocation for improvement initiatives and escalate risks or readiness concerns when necessary.
Lead and develop the team by setting clear expectations, coaching team members, and building a high-performing and accountable culture.
Qualifications
Bachelor's degree in Business, Operations Management, Industrial Engineering, Information Technology, or a related field.
At least 7 years of relevant experience in Continuous Improvement, Operational Excellence, Process Excellence, Business Process Management, Service Delivery, or a related field.
At least 3 years of experience in a leadership or people management role.
Strong experience in process improvement, process mapping, process redesign, and standardization.
Experience managing cross-functional projects and implementing operational changes.
Experience in service transition, implementation, and operational readiness.
Knowledge of Lean, Six Sigma, or other recognized continuous improvement methodologies.
Strong analytical and problem-solving skills.
Strong project management and stakeholder management skills.
Excellent written and verbal communication skills.
Ability to work independently while collaborating effectively with senior management and operational teams.
Strong balance of strategic thinking and hands-on execution.
Preferred Qualifications
Lean Six Sigma certification or equivalent.
Experience in a shared services, BPO, technology, operations, or service delivery environment.
Experience working with regional or global teams.
Experience implementing standardized processes across multiple locations.
Knowledge of process automation and workflow improvement tools.
