Program Manager (Process Improvement)

• Leads enterprise-wide process improvement and transformation programs across delivery operations and support functions.
• Drives Lean-based continuous improvement initiatives to enhance efficiency, quality, and cost optimization at scale.

Key Responsibilities:

• Lead end-to-end process improvement programs across operations and business functions.
• Identify inefficiencies, bottlenecks, and waste using Lean methodologies such as VSM, Kaizen, and DMAIC.
• Define, standardize, and optimize processes across multiple teams and geographies.
• Drive continuous improvement roadmaps aligned with business goals, including cost, quality, productivity, and SLA performance.
• Facilitate process workshops, value stream mapping sessions, and root cause analysis activities.
• Establish and track KPIs, metrics, and benefits realization for improvement initiatives.
• Partner with delivery leaders, project managers, operations, finance, and clients to implement scalable changes.
• Govern improvement initiatives as structured programs with defined milestones, risks, dependencies, and reporting.
• Lead change management, stakeholder communication, and adoption tracking.
• Promote a Lean culture through coaching, training, and best practice sharing.
• Support audits, compliance, and maturity assessments (CMMI, ISO, internal quality frameworks).

Skills And Expertise:

• Strong hands-on experience with Lean Six Sigma and continuous improvement frameworks.
• Expertise in process mapping, analysis, and optimization techniques.
• Proven ability to manage large-scale programs across multiple teams and functions.
• Strong understanding of service delivery and managed services environments.
• Demonstrated success in driving measurable outcomes such as cost savings, productivity gains, and quality improvements.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent stakeholder management and executive-level communication skills.

Tools And Technologies:

• Process Mapping Tools: Visio.
• Reporting & Analytics Tools: Excel, Power BI, Tableau.
• Program Governance Tools: JIRA.

Qualifications:

• 10 15 years of overall experience.
• Minimum 5 years in process improvement, transformation, or continuous improvement roles.

Soft Skills:

• Strong leadership and influencing skills.
• Ability to work across functions and organizational levels.
• Structured problem-solving mindset.
• Results-oriented with strong execution focus.