Assistant Manager – Process Excellence (Thiruvananthapuram)

We are looking for a relentless change agent to lead our Process Re-engineering and Automation initiatives. As the AM – Process Excellence, you won't just suggest improvements—you will diagnose systemic failures, design robust risk-mitigation strategies, and act as the bridge between manual operations and high-tech automation. You are the custodian of our "Error-Free" vision.

You will also lead the Escalation Management Desk, turning every crisis into a systemic process improvement.

Key Responsibilities:

1. Process Re-engineering & Risk Mitigation
- Analyze existing Service Delivery workflows and conduct end-to-end Process Re-engineering to eliminate waste and non-value-adding steps.
- Perform FMEA (Failure Mode and Effects Analysis) to proactively identify and mitigate risks before they impact the end-user experience.
- Identify process risks both pre- and post-redesign to ensure no new gaps are introduced during transitions.
- Map inter-process dependencies across cross-functional teams and define CTQs (Critical to Quality) and formal definitions for all core delivery processes.

2. Automation & "Error-Proofing" Architecture
- Identify opportunities for Poka-Yoke (Error Proofing) through technology and system logic.
- Draft comprehensive Business Requirement Documents (BRD) and define accurate Business Rules for the Service Delivery Project and Automation teams.
- Actively provide inputs to the Quality Control (QC) team to design and conduct targeted audits for errors that cannot be technologically error-proofed.
- Prepare formal Change Management Proposals in discussion with cross-functional teams to enable smooth automation rollouts and organizational shifts.

3. Escalation Management Desk & Error Intelligence
- Lead the Escalation Management Desk, ensuring a rapid response mechanism for high-priority/CEO-level escalations.
- This role requires your flexibility in working hours, and abililty to reach out and pacify concerned global learner.
- Maintain a "Proce Apply on Kit Job: kitjob.in/job/4n2ukj