Business Excellence Manager

We are seeking a Business Excellence Manager to lead continuous improvement initiatives and drive operational excellence within our shared services operations. This role is critical in enhancing service delivery, optimizing processes, and ensuring alignment with client expectations and industry standards.

The ideal candidate will bring expertise in process improvement methodologies such as Lean or Six Sigma, a strong analytical mindset, and a deep understanding of BPO metrics and operations. You will collaborate closely with cross-functional teams to implement best practices, foster a culture of continuous improvement, and deliver measurable business impact.

Key Responsibilities :

• Lead and execute process improvement initiatives to enhance efficiency, reduce costs, and improve service quality.
• Analyze operational data to identify trends, gaps, and opportunities for improvement.
• Collaborate with operations and quality teams to ensure alignment with client expectations and SLAs.
• Drive standardization and automation of processes across accounts and functions.
• Facilitate training and workshops on continuous improvement tools and methodologies.
• Monitor and report on the impact of business excellence initiatives using KPIs and dashboards.
• Support client audits and ensure compliance with contractual and regulatory requirements.
  
  

• Bachelor’s degree in business administration, Operations Management, Industrial Engineering, or a related field. A master’s degree is a plus
• Lean Six Sigma certification (Green Belt or Black Belt preferred).
• 5+ years of experience in business process improvement, operational excellence, or quality management within the BPO or shared services industry
• Proven track record of leading cross-functional improvement initiatives and delivering measurable results.
  
  

• Experience in the US healthcare insurance industry.
• Strong analytical and problem-solving skills.
• Proficiency in process mapping, root cause analysis, and performance metrics (e.g., SLA, CSAT, AHT, FCR).
• Excellent communication, facilitation, and stakeholder management skills.
• Ability to influence and drive change across diverse teams.
• Familiarity with tools such as Power BI, Excel, Visio, and project management software.