Job Description

Job Title: Head - Operational Excellence, GSC Mumbai
Job Location: Mumbai
In this role you will lead the Operational Excellence function for the center, implement functional strategy to identify new and alternative approaches to improve effectiveness and efficiency of business processes in line with overall business strategy and objectives, Group guidelines and policies.
The role reports into Global Head Operational Excellence, and dotted line reporting to local center head.
Key Responsibilities:

• Ensures process excellence and performance improvements through structured and logical approach in a captive Ops excellence environment
• Ensures alignment and management of DMAIC project portfolio and local initiatives in collaboration with local site team
• Able to collaborate with operations team from Agent level to Center Head Level for Improvement and implementation
• Lead the implementation of First Choice and act as a mentor for DMAIC and Lean initiatives
• Ensure successful completion and tracking of strategic Global improvement initiatives
• Ensure the customer survey results are acted upon in cooperation with the different operations and customer facing team
• Able to optimize the FTEs in the processes and design simulation, as and when applicable, to have a right balance between KPI, FTEs and Volume
• Can achieve tangible financial target through process efficiency improvement
• Implement framework for Transactional Quality Audits in various processes
• Roll-out companywide projects with intense cross-functional involvement
• Lead and drive the achievement of performance measurements across the organization
• Leads and steers the service analytics team
• Act as a change agent and have logical and analytical ability
• Coordinate, manage and own the BCP manual Support Center management during any potential BCP situations
• Self-motivating and able to work independently as a Black belt
• Coordinate, manage and own the BCP manual Support Center management during any potential BCP situations
• Lead and ensure that the BCP process and documentation has been updated on a timely manner and complied accordingly

Stakeholder Management:

• Collaborates with senior management to deliver strategic business results
• Act as a change agent with relevant stake holders / subject matter experts to drive new concepts
• Builds collaborative cross-effectiveness across department
• Champions cooperation and partnership to provide integrated solutions to problems.
• Provide technical guidance to line manager and delivery leaders, and fosters empowerment and involvement

Management Responsibility:

• Lead the team size of

6 OpEX professionals * Coach and develop team members

• Accountable for local center OpEx function

Required Qualifications & skills:

• University degree
• Management qualification / Project Management Professional / Master Black Belt will be desirable
• 6+ years of relevant experience in the Operation Excellence domain, preferably in logistics shared services
• 5+ years of senior management/functional head experience in shared services domain
• Proficiency in lean and six sigma methodologies
• Strong analytical skills & strategic thinking ability
• Expertise in change management principles
• Strong problem-solving skills to identify challenges, develop solutions, and implement corrective actions in a timely manner
• Familiarity with trends and best practices in the shared services and logistics industry to inform strategic decisions and initiatives
• Ability to adapt to changing environments and priorities, demonstrating resilience in the face of challenges
• Proficiency in digital tools and technologies to support digitalization efforts and enhance operational processes within the GSC
• Ability to facilitate discussions, negotiate effectively, and resolve conflicts to achieve consensus among diverse stakeholders
• Explore and action any process automation opportunities
• Strong organizational skills to prioritize tasks, manage multiple projects simultaneously, and meet deadlines

Closing Date: 12th Oct 2025
#LI-GSC

Skills Required