Manager/Senior Manager - Performance & Process Improvement Specialist - GBS - BPO

Manager / Senior Manager - Performance and Process Improvement Specialist (GBS)

Summary:

This role partners with functional leaders and cross-functional teams to identify improvement opportunities, implement lean methodologies, and enhance process efficiency, service quality, and overall performance. The role is pivotal in building a culture of data-driven decision-making and continuous improvement across the shared services environment.

Qualification and Experience:

- Bachelors Degree in Business, Finance, Operations, or Engineering;

- 5+ years of experience in process improvement, performance management, or operations excellence, ideally within a Shared Services or GBS environment.

- Strong knowledge of process improvement tools and methodologies (Lean, Six Sigma, BPM).

- Experience with performance measurement frameworks and dashboarding tools (Power BI, Tableau, Excel, etc.).

- Proficient in process mapping and documentation.

- Strong communication, facilitation, and analytical skills.

- Self-starter with the ability to manage multiple projects in a matrixed environment.

Roles & Responsibilities:

Performance Management & Analytics:

- Track and analyze KPIs/SLAs across GBS functions (Finance, Supply Chain, Sales Admin).

- Develop dashboards/reports for insights and corrective action.

- Support root-cause analysis and set performance targets with service line owners.

Process Mapping & Optimization:

- Map and document processes using Visio/ARIS.

- Identify inefficiencies using Lean Six Sigma; recommend and drive redesign for efficiency and standardization across regions/functions.

Continuous Improvement:

- Lead/support Kaizen events, workshops, and Lean/Six Sigma initiatives.

- Track and report CI benefits; maintain improvement opportunity pipeline aligned to GBS objectives.

Change Management & Stakeholder Engagement:

- Act as change agent for new ways of working and digital tools.

- Collaborate with functional/IT teams to implement changes and communicate outcomes to stakeholders.

Tools, Systems & Automation:

- Support adoption of RPA, workflow engines, and other automation tools.

- Partner with IT and process owners to ensure effective tool design, integration, and digital enablement.

Process Documentation & Governance:

- Standardize and manage process documentation across GBS functions.

- Maintain central repository, version control, and process inventory.

- Coordinate approvals, communicate updates, and act as audit point of contact.

- Gather user feedback to improve processes.