Quality Process Excellence Manager

Role Overview This position offers an opportunity to drive process excellence and operational transformation within a customer service environment. You will lead and mentor high-impact Lean and Six Sigma projects, guide team members through continuous improvement initiatives, and contribute to strategic business transformation while reporting to the Vice President level. Key Responsibilities - Drive and establish a culture of process excellence across the operations team, specifically within the customer service vertical - Identify, mentor, and lead Six Sigma Yellow Belt, Green Belt, and Kaizen improvement projects from inception to implementation - Participate in internal and client-site consulting assignments to deliver process improvements and measurable business value - Conduct value stream mapping and process mapping exercises to identify optimization opportunities - Lead change management initiatives across cross-functional teams to ensure successful transformation implementation - Monitor operational dashboards, identify early warning signals, and recommend improvements to delivery models - Support automation projects, cost optimization initiatives, and best practice implementation in customer service environments - Create performance reports for Chief Operating Officer and functional heads regarding process improvements and operational metrics Required Qualifications - Minimum 15 years of relevant experience in process excellence roles within BPO or customer service industry - Extensive hands-on experience leading and delivering high-impact Lean and Six Sigma projects with measurable results - Strong practical knowledge of Lean Six Sigma tools, techniques, and methodologies - Proven expertise in program and change management for large-scale transformation engagements - Excellent communication and facilitation skills across all organizational levels - Demonstrated ability to influence and lead diverse teams in collaborative environments Why Join Us Hexaware Technologies offers a platform to make significant impact on process transformation in a global IT services organization. You will work on strategic initiatives that drive operational excellence and contribute directly to organizational growth while developing and mentoring high-performing teams.

- 15+ years of process excellence experience in BPO or customer service - Lean and Six Sigma Green Belt or Black Belt certification - Hands-on project delivery experience with measurable improvements - Strong Lean Six Sigma tools and techniques knowledge - Program and change management expertise - Excellent communication and leadership skills - Experience in customer service vertical - Team mentoring and development capability - Willingness to work flexible shifts including UK and US timings - Open to travel as required

- Flexible shift options including UK and US timings - Five working days per week - Permanent full-time employment - Opportunity to work on strategic transformation projects - Access to professional development in process excellence domains - Leadership and mentoring opportunities