Process Excellence Manager - NBFC/Financial Services

Department-NBFC

Location-Gurgaon

Key Responsibilities

- Assist operations by tracking, documenting, and reporting service quality levels KPI.

- Focus on yearly given goals and targets, particularly the full approval of SOPs (Standard Operating Procedures), ensuring all parties involved remain engaged until completion within the agreed timelines.

- Identifying and resolving workflow and production issues

- Develop improved standards for production level work.

- Maintain centralized issue log, non-conformance processing through records and tracking systems, including root-cause analysis and corrective actions.

- Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.

- Liaise with CoE ERM Risk Stewards and ERM Leads to ensure risks are reported and action plans are initiated to mitigate any danger to CoE and operations.

- Manage customer satisfaction survey distribution, data collection and report and ensure follow up actions are implemented.

- Maintain centralized COE book of work for process improvement initiatives.

- Maintain and build dashboards for service quality.

- Collaborate with regional leadership and work closely with the regional teams to align on quality improvement initiatives.

- Investigate service quality issues and ensure resolution in accordance with SLA requirements.

- Instill a culture of continuous quality improvement throughout the organization.

Desired Skills and Experience

- Strong strategic planning, process re-engineering experience and project management skills with the ability to prioritize and delegate effectively.

- Minimum 7+ years of experience in Lean Six Sigma or related continuous improvement areas, with relevant experience from multi-national organizations. Proven track record of successfully leading quality monitoring and change initiatives within complex organizations.

- Excellent data collection and analysis skills

- Strong communication, stakeholder management and presentation skills, experience in communicating with all levels of stakeholders, in person and remotely.

- Experience in change management, stakeholder management, and influencing people without authority.

- Must have worked in a matrixed organization, with a strong track record of meeting deadlines in a fast-paced environment.

- Must have strong exposure to the functioning of the program management office, standardization of processes, tools, and associated governance.

- Must have: Fluent in English (verbally & written)

- Strong Microsoft skill sets, with working knowledge of tools such as Power BI and PowerAutomate

- Ability to be proactive and take initiative.

- Ability to perform under pressure and to adjust plans to meet changing needs and requirements.

- Ability to summarize and clearly communicate issues, develop recommendations and make decisions.

- Strong attention to detail, excellent organization skills and structured approach

- Team player - energetic and enthusiastic

- Familiarity with financial and accounting reporting systems will be an added advantage.

- Previous work in an international team environment, with multiple stakeholders.

- Experience with direct real estate investments will be an added advantage.

- Goal oriented and hands on mentality, highly motivated to take ownership and drive initiatives with minimal direction.