We are seeking an experienced Process Excellence (PEX) Lead to drive operational excellence, quality improvement, and cost optimization across our service delivery organization. This strategic leadership role bridges business strategy with operational execution by leveraging Lean Six Sigma, Design Thinking, and continuous improvement methodologies.
The ideal candidate is a transformational leader with extensive experience in process optimization, change management, and stakeholder engagement. You will work closely with senior leadership to identify improvement opportunities, lead enterprise-wide transformation initiatives, and build a culture of continuous improvement that enhances customer satisfaction and operational performance.
Key Responsibilities
- Develop and execute the Process Excellence strategy aligned with business objectives, client expectations, and organizational goals.
- Lead strategic process improvement initiatives using Lean Six Sigma methodologies to improve operational efficiency, quality, and productivity.
- Identify opportunities to eliminate waste, reduce process variation, streamline workflows, and implement automation solutions.
- Drive cross-functional transformation projects from planning through execution while ensuring timely delivery and measurable business outcomes.
- Partner with Service Delivery Directors and senior leadership by providing analytical insights, performance dashboards, and recommendations for business reviews and client presentations.
- Lead change management initiatives to ensure successful adoption of new processes with minimal operational disruption.
- Conduct process audits to ensure compliance with organizational standards, client requirements, and regulatory guidelines.
- Utilize statistical analysis and visualization tools to monitor performance, identify trends, and support data-driven decision-making.
- Mentor and coach delivery teams on continuous improvement methodologies, problem-solving techniques, and best practices.
- Foster a culture of operational excellence and continuous improvement across the organization.
Required Skills & Experience
Essential Skills
- Extensive expertise in Lean Six Sigma methodologies (DMAIC/DFSS) and Root Cause Analysis.
- Strong proficiency in statistical analysis tools such as Minitab or JMP.
- Experience with data visualization platforms such as Tableau or Power BI.
- Proven experience leading enterprise-wide change management and organizational transformation initiatives.
- Strong executive presence with the ability to influence senior stakeholders, leadership teams, and external clients.
- Solid understanding of Agile and Project Management frameworks, including Scrum, Kanban, or PRINCE2.
- Excellent analytical, problem-solving, communication, and presentation skills.
- Ability to manage multiple strategic initiatives in a fast-paced environment.
Preferred Skills
- Knowledge of Robotic Process Automation (RPA) tools and AI-enabled workflow automation.
- Experience in Design Thinking methodologies and Customer Experience (CX) journey mapping.
- Strong financial acumen with experience in business case development, financial modeling, and ROI analysis for improvement initiatives.
Qualifications
- Bachelor's Degree in Business Administration, Engineering, or a related discipline.
- Lean Six Sigma Black Belt or Master Black Belt certification is highly preferred.
- Extensive leadership experience in Shared Services, BPO, Professional Services, or similar operational environments.
- Excellent written and verbal communication skills in English, with experience supporting global stakeholders.
Travel Requirements
Why Join Us
This is an opportunity to play a key strategic role in transforming business operations, influencing organizational change, and driving measurable business impact. You will work alongside senior leaders, lead high-impact initiatives, and contribute to building a culture of operational excellence across the organization.
