Manager, Process Excellence

About Ryan

• Recognized globally with numerous awards for its outstanding culture
• Offers a flexible working atmosphere
• Provides generous paid leave benefits
• World-class compensation and benefits packages
• Opportunities for rapid career advancement
• Company supports two-way transportation
• Focus on exponential personal and professional growth

Role Overview

The Manager of Process Excellence will spearhead strategic and operational initiatives aimed at fostering continuous improvement, process standardization, and overall operational excellence at the GCC locations. The role focuses on elevating productivity, quality, accuracy, turnaround times, scalability, and client satisfaction by applying Lean Six Sigma principles, data-driven analysis, AI-based solutions, and automation technologies. This position calls for a technology-oriented leader experienced in digital transformation, working closely with Service Delivery, Technology, and Global Shared Services teams to achieve quantifiable business outcomes and enhance organizational capabilities.

Key Responsibilities

• Lead and execute continuous improvement and process excellence projects across various departments and locations.
• Facilitate process standardization, simplification, scalability, and quality improvements using systematic methodologies.
• Cultivate a culture emphasizing constant improvement, innovation, and decisions guided by data.
• Identify and implement AI, automation, and digital tool opportunities to boost efficiency and reduce manual workflows.
• Develop and uphold governance policies for process documentation, Document Management Systems (DMS), and Quality Management Systems (QMS).
• Mentor and support Process Excellence team members in project management, process analysis, and improvement techniques.
• Enhance organizational capabilities by facilitating training programs covering process standards, quality frameworks, and technology adoption.

Client Collaboration

• Work alongside GCC leaders and stakeholders to improve service delivery, operational efficiency, and client satisfaction.
• Evaluate current processes, spot gaps, and implement durable improvements to meet business objectives.
• Identify process inefficiencies, quality concerns, and causes of rework, creating targeted action plans.
• Assess training requirements related to process knowledge, communication, quality control, and AI-driven workflows in collaboration with stakeholders.
• Partner with Talent Effectiveness teams to design and roll out capability-building and change management initiatives.
• Lead change management strategies to ensure effective adoption of new processes, technologies, and tools.
• Engage with global and onshore teams to exchange best practices, innovation insights, and continuous improvement learnings.
• Prepare and deliver reports to leadership detailing initiatives, performance metrics, risks, and business impact.

Value Delivery

• Manage process excellence projects aimed at measurable gains in productivity, quality, cycle time, and cost efficiency.
• Define, monitor, and communicate KPIs to assess the impact of process enhancements, QMS/DMS implementations, automation, and AI projects.
• Develop dashboards and reporting formats to track performance trends and business results.
• Identify risks and implement mitigation measures ensuring project success and sustained benefits.
• Conduct audits guaranteeing adherence to quality standards and governance policies.
• Design and administer Process Knowledge Tests to identify skill gaps and promote continuous learning.
• Collaborate with technology teams to improve system integration, governance, and knowledge management frameworks.
• Lead Lean Six Sigma sessions to empower teams with skills for waste elimination, process streamlining, quality improvements, and operational efficiency.
• Partner with technology and business units to assess, implement, and scale AI and automation projects ensuring solid governance, adoption, and measurable results.
• Drive ongoing initiatives targeting quality enhancement, cycle time reduction, and productivity improvements.
• Create process excellence scorecards, dashboards, and reporting tools to monitor progress, efficiency, quality trends, adoption levels, and business impact.

Qualifications and Experience

• Possess a Bachelor's degree in a relevant discipline.
• Have a minimum of 8 years of experience in process excellence, consulting, shared services, financial services, operations, or transformation functions.

Key Skills and Competencies

• Excellent analytical, problem-solving, and communication skills.
• Expertise in process mapping, documentation, and continuous improvement techniques.
• Demonstrated stakeholder management and project leadership capabilities.
• Proficiency in defining KPIs, analyzing data, and delivering insights to leadership teams.
• Knowledge of AI, automation, and digital transformation processes.
• Experience with Quality Management Systems (QMS), Document Management Systems (DMS), knowledge management, and training-related activities preferred.
• Lean Six Sigma certification is considered an advantage.

Technical Proficiencies

• Skilled in Microsoft Office Suite and collaborative tools like LMS and Zoom.
• Familiarity with process mapping applications, dashboard/reporting platforms, workflow management software, AI productivity tools, automation systems, and data analytics tools is preferred.

Supervisory Responsibilities

• Oversee Process Excellence Analysts and Senior Analysts.
• Lead cross-functional project teams including indirect stakeholders to achieve outcomes.

Working Conditions

• Standard professional office environment with a 40+ hour workweek.
• Hybrid working model requiring at least three days in the Hyderabad office weekly.
• Travel commitments may reach up to 50% of work time.