Job Title: Delivery Excellence Operations Manager Location: Chennai / Kolkata Experience Required: 8- 14+ years in BPO operations with a strong focus on process improvement and transformation Job Description: - We are seeking a dynamic and experienced Delivery Excellence Operations Manager to join our team in Chennai or Kolkata. - This role is pivotal in driving operational excellence and continuous improvement initiatives across our global BPO engagements. - The ideal candidate will have a proven track record of leading Lean Six Sigma projects, delivering impactful results through transformation strategies, and leveraging automation technologies. Key Responsibilities - Lead and implement Continuous Improvement (CI) initiatives across assigned engagements, fostering a culture of operational excellence. - Deploy and mentor Lean Six Sigma (LSS) projects with a focus on digital transformation and Robotic Process Automation (RPA). - Drive the adoption of Quality Management Systems (QMS) to standardize best-in-class processes. - Conduct process assessments, identify improvement opportunities, and lead ideation-to-implementation cycles. - Promote global collaboration by sharing innovations, new methodologies, and benchmarks across centers. - Design and maintain Balanced Scorecards and leadership dashboards for performance reporting. - Support training initiatives to strengthen the organization's DNA in Lean and Six Sigma practices. - Collaborate with teams to adopt emerging technologies such as AI, chatbots, process mining, and cloud-based analytics solutions. - Provide consulting support for Big Data Analytics and help shape cloud computing strategies. Qualifications & Skills: - Lean Six Sigma certification is required; Black Belt (BB) preferred (internal or external certification). - Must have led at least one high-impact BB project (e.g., FTE savings, revenue impact, or significant dollar savings via DMAIC), along with 4-5 other improvement projects. - Strong data analysis skills including statistical inference and use of tools such as Minitab, R, Python, or SAS. - Hands-on experience in CSAT improvement, AHT reduction, and TAT optimization projects. - Excellent understanding of RPA tools such as UiPath, Blue Prism, Automation Anywhere, and basic exposure to AI technologies. - Proficiency in dashboard and reporting tools like Power BI, Tableau, or QlikView. - Understanding of AGILE project management methodologies is a plus. - Prior experience in conducting training sessions/workshops for Lean Six Sigma and transformation initiatives. Preferred Background: - 8-14+ years of experience in the BPO industry, with strong exposure to delivery excellence functions. - Demonstrated ability to lead transformation efforts with measurable business outcomes. - Experience with cloud-based services, AI integration, and modern automation tools. - Project leadership experience rather than merely supporting roles in LSS projects. - Join us in shaping the future of BPO delivery through innovation, transformation, and excellence.

Chennai

Kolkata

Delivery Excellence Operations Manager - BPO 

Job Description for Delivery Excellence Operations Manager - BPO  in SINCERA CONSULTING INDIA PRIVATE LIMITED in  Chennai Kolkata for (8-18) years of experience. Apply Now!