Manager/Senior Manager - Quality & Service Excellence

Crescendo Global is hiring a Manager / Sr. Manager - Quality & Service Excellence for a global enterprise-scale services organization. This role focuses on leading high-impact Lean Six Sigma projects, strengthening BPM frameworks, and building a strong Quality DNA across distribution teams. Ideal for experienced quality transformation professionals with a mandatory Black Belt certification.

We're looking for candidates who meet the following criteria:

- 8+ years of experience in Quality, Process Excellence, or Transformation roles (BFSI/Insurance preferred).

- Certified Black Belt or Master Black Belt with deep knowledge of Lean Six Sigma and Minitab.

- Proven ability to deliver strategic, measurable improvement and innovation projects.

- Strong stakeholder management, analytical thinking, and communication skills.

- Exposure to design thinking and process improvement methods beyond DMAIC.

Location - Gurugram

Your Role & Responsibilities:

1. Drive large-scale Lean Six Sigma & transformation projects to enhance efficiency, reduce cost, and elevate service excellence.

2. Mentor and guide Black Belt / Master Black Belt-level projects, ensuring strong governance and measurable business outcomes.

3. Lead end-to-end process excellence initiatives including process identification, gap analysis, and BPM deployment.

4. Build Quality DNA by designing and delivering capability-building programs (Yellow Belt, Black Belt, advanced quality tools).

5. Manage governance rhythms, dashboards, and leadership reviews to ensure execution visibility and alignment.

What's in it for you?

- Opportunity to lead high-impact transformation initiatives that directly influence business outcomes.

- Exposure to senior leadership, accelerating strategic influence and leadership growth.

- Platform to drive innovation and develop advanced quality & service excellence capabilities.