Job Summary:

The Delivery Excellence Partner drives a data-driven culture across HRO operations by leveraging quality methodologies, analytics, and continuous improvement frameworks. The role ensures best-in-class client satisfaction by deploying excellent delivery initiatives, quality management systems, and transformation programs. It plays a critical role in enabling operational efficiency, innovation, and sustainable value creation across client accounts.

Key Responsibilities:

- Conduct thought leadership workshops and define continuous improvement roadmaps for client accounts

- Lead and mentor Lean Six Sigma projects to deliver measurable business value and productivity gains

- Deploy and sustain Quality Management Systems (iQMS), including ISO and CMMI practices

- Drive innovation, automation, and digital transformation initiatives across operations

- Build organizational capabilities in Lean Six Sigma, data analytics, and quality tools

- Establish proactive risk identification through No Surprise frameworks and mitigation plans

- Engage with clients and internal stakeholders to drive adoption of delivery excellence initiatives

- Champion a culture of continuous improvement, operational excellence, and compliance

Required Qualifications:

Lean Six Sigma Black Belt certification is mandatory (from reputed institutes like ISI, ASQ, Benchmark 6Sigma, BCG).

Additional certifications such as PMP, Agile, QMS, or Digital Transformation are preferred.

Experience Requirements:

10+ years of overall experience with strong expertise in business transformation, process improvement, and delivering measurable business value. Minimum 4 years in Lean Six Sigma or Transformation roles within HRO, FAO, or SCM domains. Exposure to service industry is mandatory.

Shift: Willing to work in all shifts (currently evening shift) and willing to travel to any location as per client or organization requirements.

Key Skills & Competencies:

- Strong analytical and data-driven problem-solving skills

- Excellent communication and presentation abilities

- Stakeholder and client management expertise

- Program and project management capabilities

- Influencing and negotiation skills

- Ability to challenge status quo and drive innovation

- High attention to detail and quality orientation

- Self-driven and goal-oriented mindset

Tools & Systems:

Lean Six Sigma tools, Quality Management Systems (ISO, CMMI), Data Analytics tools (Excel, Power BI), Automation tools (RPA), AI/ML platforms (preferred).

Stakeholder Interaction:

Clients, senior leadership, operations teams, transformation teams, and cross-functional stakeholders.

Success Metrics / KPIs:

- Client satisfaction and NPS improvement

- Process efficiency gains and cost savings

- Number of successful transformation and automation initiatives

- Quality and compliance adherence

- Adoption of continuous improvement programs

Language Requirements:

Fluent English (mandatory)