Assistant Manager - Process Excellence & Escalation Management

We are looking for a relentless change agent to lead our Process Re-engineering and Automation initiatives. As the AM – Process Excellence , you won't just suggest improvements—you will diagnose systemic failures, design robust risk-mitigation strategies, and act as the bridge between manual operations and high-tech automation. You are the custodian of our "Error-Free" vision. You will also lead the Escalation Management Desk , turning every crisis into a systemic process improvement. Key Responsibilities: 1. Process Re-engineering & Risk Mitigation Analyze existing Service Delivery workflows and conduct end-to-end Process Re-engineering to eliminate waste and non-value-adding steps. Perform FMEA (Failure Mode and Effects Analysis) to proactively identify and mitigate risks before they impact the end-user experience. Identify process risks both pre- and post-redesign to ensure no new gaps are introduced during transitions. Map inter-process dependencies across cross-functional teams and define CTQs (Critical to Quality) and formal definitions for all core delivery processes. 2. Automation & "Error-Proofing" Architecture Identify opportunities for Poka-Yoke (Error Proofing) through technology and system logic. Draft comprehensive Business Requirement Documents (BRD) and define precise Business Rules for the Service Delivery Project and Automation teams. Actively provide inputs to the Quality Control (QC) team to design and conduct targeted audits for errors that cannot be technologically error-proofed. Prepare formal Change Management Proposals in discussion with cross-functional teams to enable smooth automation rollouts and organizational shifts.