Delivery Excellence Lead

Key Responsibilities:

• Conduct end-to-end process mapping and create detailed workflow documentation for delivery operations.
• Identify deviations, inefficiencies, and areas of variation through root cause analysis (RCA) and trend analysis.
• Monitor and report on key performance metrics such as TAT, SLA adherence, and accuracy across service lines.
• Collaborate with Operations, Quality, and Training teams to recommend and implement process improvements.
• Develop and maintain audit frameworks to support process governance, standardization, and compliance.
• Design and manage dashboards and reports using tools like Power BI or Tableau to track process efficiency and maturity.
• Participate in internal audits and client reviews, offering insights into delivery effectiveness and opportunities for improvement.
• Support cross-functional initiatives through data analysis to drive continuous improvement and operational excellence.
• Assist in identifying and implementing automation opportunities in collaboration with operations and tech teams.Role & responsibilities

Required Qualifications:

• 3-7 years of experience in process excellence, quality analysis, or operational analytics within a services environment.
• Strong expertise in process mapping, RCA, and KPI tracking.
• Proficient in tools such as MS Visio, Lucidchart, Excel, and preferably Power BI or Tableau.
• Lean Six Sigma Green Belt certification (or higher).
• Bachelor's degree in Engineering, Business, or a related field.

Preferred Qualifications:

• Masters degree in Statistics, Data Analytics, or a related field.
• Experience working in a global offshore services environment.
• Exposure to digital marketing operations or digital delivery models.
• Familiarity with ISO, COPC, or other quality standards and frameworks.
• Experience in the BPO/KPO/ITES industry with client-facing roles is a plus.

Key Skills:

• Strong analytical thinking and problem-solving skills
• Proficiency in process documentation and audit preparedness
• Effective communication and stakeholder management
• Expertise in data interpretation and visualization
• A continuous improvement mindset and adaptability
• Ability to perform in a fast-paced, global delivery environment

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