Quality Process Excellence Manager

Role Overview This position involves driving process excellence and continuous improvement initiatives within customer service operations. You will lead Six Sigma and Lean transformation projects, mentor team members on quality methodologies, and partner with internal and external stakeholders to deliver measurable business improvements and operational excellence. Key Responsibilities - Drive and establish a culture of process excellence across the customer service operations team while identifying and championing high-impact improvement projects - Lead, mentor and guide Yellow Belt and Green Belt trainees while facilitating Kaizen idea implementation and project execution across the entire lifecycle from ideation through benefits realization - Participate in consulting assignments both internally and at client sites to drive business transformation and deliver productivity gains - Conduct value stream mapping, process mapping and recommend improvements to delivery models including automation opportunities and cost optimization initiatives - Manage change implementation, stakeholder collaboration and communication with senior leaders ensuring smooth transition and organizational alignment - Monitor operational dashboards, track key metrics and provide early warning signals to operational and executive leadership including the Chief Operating Officer Required Qualifications - Minimum 15 years of hands-on experience in process excellence roles within BPO and customer service operations - Demonstrated expertise in leading and delivering high-impact Lean and Six Sigma projects as Green Belt or Black Belt with tangible measurable results - Advanced knowledge of Lean Six Sigma tools, techniques and methodologies with proven program and change management experience - Strong communication and facilitation skills with ability to influence and collaborate with all organizational levels from team members to senior executives - Bachelor's degree or higher from any discipline Why Join Us Hexaware Technologies offers the opportunity to work on large-scale transformation engagements with industry-leading practices and methodologies. You will impact business margins and operational performance while developing and mentoring talented teams in a collaborative environment.

- 15 years minimum experience in process excellence and BPO customer service roles - Six Sigma Green Belt or Black Belt certification and hands-on project delivery experience - Proven expertise in Lean Six Sigma tools and transformation methodologies - Strong program and change management experience with cross-functional teams - Excellent communication and influence skills across all organizational levels - Customer service vertical experience preferred - Track record of mentoring and developing high-performing teams - Willingness to work flexible shifts including UK and US time zones - Openness to travel as required

- Flexible shift options including UK shift, US shift and flexible timings - Five working days per week - Opportunity to drive organizational transformation and business improvement - Leadership and mentoring responsibilities - Exposure to industry best practices and global engagement models