Manager - Business Excellence

JOB PURPOSE

The Team Lead- Business Excellence is responsible for driving a process-oriented culture and Business Excellence initiatives across the SSC through best practices, employee engagement, and Voice of Customer (VOC) studies. It includes training teams to design, manage, and improve processes, positioning SSC as a Centre of Excellence. This role also leads Continuous Improvement, 5S, Kaizens, and Lean projects, while identifying and adopting best practices and engaging the right partners to support SSC’s excellence journey.

ORGANISATION CHART

KEY ACCOUNTABILITIES

Responsibilities
Operations Management
•    Analyze "As-Is" processes and lead structured process improvement initiatives leveraging Six Sigma, Value Stream Mapping, and Lean methodologies to drive operational excellence.
•    Identify performance gaps and systemic inefficiencies, applying Lean principles to eliminate waste and reduce non-value-adding (NVA) activities.
•    Act as a “Single Source of Truth” to publish and monitor SSC performance dashboard against agreed SLA/ KPIs defined.
•    Implement a culture of continuous improvement by conceptualizing and deploying transformation initiatives in collaboration with Service Delivery Leads, with a focus on operational floor management (OFM) and visual control.
•    Coordinate and anchor action plan to progress towards achieving best-in-class status.
•    Foster cross-functional collaboration to identify and implement initiatives qualifying for Group-level Continuous Improvement Programs (CIP), ensuring impactful outcomes and recognition.
Certifications Management
•    Sustain and enhance the ISO 9001 certification program, expanding its scope to additional functions.
•    Anchor and drive the Shared Services Center (SSC) Process Certification program (Lean Six Sigma), collaborating with L&D for seamless deployment.
•    Drive BE initiatives, including the adoption of the GBEM Framework, Continuous Improvement Projects (CIPs), Idea Factory, 5S, and Kaizen methodologies.
Ad-hoc Responsibilities
•    Identify and engage with key industry, academic, and knowledge management forums to enhance organizational presence and thought leadership.
•    Facilitate internal capability building by delivering training on Lean Methodologies, including Six Sigma principles and Quality Tools, to drive continuous improvement and operational excellence.
Team Development
•    Lead the rollout of the SSC Customer Satisfaction Survey, conduct in-depth analysis to identify improvement areas, and propose sustainable methodologies for enhanced service delivery.
•    Implement structured mentorship and leadership development initiatives.
•    Address team concerns, provide guidance, and create opportunities for professional growth.
•    Foster a culture of collaboration, accountability, and continuous improvement.
•    Encourage participation in team-building activities and employee engagement initiatives.

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

•    Various industry, academia and business forums
•    External Best-in-Class companies to understand and adopt their best practices
•    ISO agencies, Training Providers, etc. as required

INTERNAL INTERACTIONS

•    All functions / departments of GMR SSC to understand their requirements, identify areas of improvements and propose solutions accordingly
•    Corporate BE team in driving and adopting improvement initiatives in GMR SSC

FINANCIAL DIMENSIONS

•    Cost savings/ Revenue generation from simplified processes

OTHER DIMENSIONS

EDUCATION QUALIFICATIONS

•    Any post graduate degree 
•    Lean Six Sigma Green/Black Belt from reputed institute with projects completed
•    Exposure to Process improvement programs like Six Sigma/ TQM/ / Process Classification Frameworks like APQC

RELEVANT EXPERIENCE

•    8-12 Years of relevant experience
•    Functional experience in Finance & Accounts/ Procurement / HR Operations would be preferred
•    Experience in driving business excellence framework, ISO 9001 audits, Six Sigma methodologies, 5S, Kaizen, Juran Methodology, and Process Mapping
•    Experience in service industries preferable

COMPETENCIES