HEXAWARE

AI-driven global IT services provider

General Manager - Quality & Process Excellence, Customer Service

Operations & Supply Chain ConsultingConfirmed live in the last 24 hours

Full-timeIndiaNo salary listed

About the Job

Requirements

Minimum 15 years of relevant work experience in a process excellence role in the BPO industry, preferably in the Customer Service segment.
Hands-on experience leading and delivering high-impact Lean and Six Sigma projects, including Green Belt and Black Belt projects, with tangible results across ideation, implementation, and benefits realization.
Strong practical knowledge of Lean Six Sigma tools, techniques, and approaches.
Strong experience in program and change management for large-scale transformation engagements involving cross-functional teams.
Proven ability and mindset to lead change and drive change in internal and external teams.
Ability to communicate with all organizational levels, from team members to senior leaders, and to demonstrate value-add principles collaboratively and influence employees at all levels.

Responsibilities

Drive a culture of process excellence in the operations team, preferably in the Customer Service segment.
Identify projects, train team members, and mentor or lead Yellow Belt and Green Belt projects and Kaizen ideas.
Participate in internal consulting assignments and assignments at client sites.
Deliver productivity and create value for clients.
Collaborate with clients and support change management.
Support change management to ensure outcomes from projects.
Enable stable operations with no surprises.
Drive the Six Sigma culture and initiatives across the organization with commitment, passion, and persistence.
Ensure positive contributions to the company's gross and operating margins.
Lead or participate in, identify, and mentor Six Sigma and Lean projects and Green Belt trainees.
Conduct value stream mapping and process mapping.
Recommend new or improved delivery models.
Identify and ensure implementation of automation projects, process improvements, and cost-optimization opportunities.
Support the maintenance of world-class delivery standards.
Create reports for the COO, functional heads, operational heads, and Quality & Process Excellence.
Monitor dashboards and issues for early warning signals and trends.
Support requests for proposals, requests for information, and sales collateral.
Drive transformation and automation in the Customer Service environment, applying an understanding of industry best practices.
Participate in meetings as part of the role.
Ensure compliance with ISO 9001 and ISO 27001.
Be open to travel.

Desired Qualifications

Experience in the Customer Service vertical.
A proven track record of mentoring and developing teams.
Six Sigma and other ARM grid training.

Role :	Participate in consulting assignments, identify and mentor Six Sigma and Lean projects, and drive process improvement activities and business transformation in the customer service vertical.
Reports into	Vice President 1
Job Responsibilities : (Must have)	Drive culture of process excellence in operation team preferably in Customer Service segment Identify projects, train team members and mentor/ lead projects YB/GB and Kaizen ideas. Participate in consulting assignment internally and at Client site Deliver productivity and create value for client Client collaboration and change management Support/ Enable change management ensuring from the projects Enable stable operation with no surprises Drive the Six Sigma culture and initiative across the organization with commitment, passion and persistence Ensure Positive contribution to the company's Gross margins and Operating margins Lead/ participate, Identify and Mentor in Six Sigma, Lean projects, Green Belt Trainees Value stream Mapping/ Process mapping Recommend new/ improvements to delivery models Identify and ensure implementation automation projects, process improvements and cost optimization opportunities Support maintenance of World Class Delivery standards Create reports for COO, Functional heads\Operational Heads and QPE Monitor dashboards and issues for early warning signals and trends Support for RFP, RFI, Sales Collaterals Exposure in driving transformation automation in CS environment understanding on industry best practices.
Job Responsibilities : (Desired)	Six Sigma and other (ARM grid) trainings Participate in various meetings as part of the profile Ensure compliance to ISO 9001/ 27001
Criteria : (Must have)	Minimum 15 years of relevant work experience in process excellence role with BPO industry preferably in Customer Service segment Must have hands-on experience in leading & delivering various high-impact Lean, Six Sigma (GB/BB) projects delivering tangible improvements / results, across the entire lifecycle i.e. right from Ideation to Implementation / Benefits realization Strong and practical knowledge of various LSS tools, techniques & approaches Strong experience around Program and Change management on large scale transformation engagements involving cross-functional teams. Proven expertise & attitude/mindset to lead the change and drive change in internal / external teams Communicative and facilitative - Must be able to communicate well with all levels of the organization from team members to senior leaders. Must be able to lead and demonstrate value-add principles to a team in a collaborative way. Influence employees at all levels.
Criteria : (Desireed)	• Experience in the customer service vertical • Proven track record of mentoring and developing teams
Shifts timings:	UK shift / US shift / Flexible shifts / Should be open to travel
Week Off :	5 working days
Transport :	Not applicable

About the Company

HEXAWARE

AI-driven global IT services provider

HEXAWARE provides IT consulting, enterprise platform management, and BPO services to large enterprises, helping clients in banking, insurance, and utilities with AI-powered digital transformation. It delivers technology-enabled solutions that automate processes, modernize IT, migrate to cloud, develop and manage applications, manage data, and enhance cybersecurity under customized contracts. The company differentiates itself by integrating AI-driven automation, cloud, data management, security, and BPO across the full IT stack for large-scale transformations. Its goal is to improve operational efficiency, reduce costs, and enable smarter decision-making for its customers.

Company size: 10,001+
Company stage: IPO
Headquarters: Navi Mumbai, India
Founded: 1990

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