Manager Organizational Effectiveness & Process Excellence

Job Description

As the Manager – Organizational Effectiveness & Process Excellence will lead initiatives to

enhance organizational performance through systematic job analysis, business process

mapping, and operational efficiency improvements. This role will bridge people, process, and

performance, ensuring alignment between organizational design, workforce capabilities, and

operational workflows to drive excellence and sustainability.

Requirements

1. Process Mapping & Standardization :

Lead end-to-end process mapping across service delivery (business units) and support functions.

Identify inefficiencies, redundancies, and non-value-added activities to drive Lean transformation.

Develop and institutionalize Standard Operating Procedures (SOPs), RACI matrices, TQM, and process

documentation repositories.

Champion process governance frameworks, ensuring standardization and continuous improvement

across business units.

2. Job Analysis & Organizational Design :

Conduct comprehensive job analysis and develop detailed JDs, job families, and competency

frameworks.

Review and align organizational structures to support business strategy and operational efficiency.

Lead role evaluation exercises using appropriate methodologies (e.g., Hay, Mercer, or point-factor

systems).

Collaborate with HR and leadership to ensure clear role accountability and workforce optimization.

3. Operational Excellence & Efficiency :

Identify and implement operational improvement initiatives using advanced methodologies (e.g., Lean,

Six Sigma, and Kaizen).

Establish metrics and KPIs for productivity, utilization, turnaround time, and quality improvement.

Conduct efficiency diagnostics, benchmarking, and root cause analyses to drive sustainable

performance improvements.

Partner with technology and analytics teams to leverage automation (RPA, workflow tools, dashboards)

for efficiency gains.

4. Change Management & Stakeholder Engagement :

Collaborate with leadership teams to ensure process and structural changes are integrated and

adopted effectively.

Facilitate workshops, training, and communication to foster a culture of continuous improvement.

Act as a trusted advisor to senior management on organizational efficiency, design, and workforce

optimization.

Present improvement recommendations and results to executive stakeholders with data-driven

insights (dashboards, etc.).

Qualifications & Experience :

Bachelor’s degree in Business Administration, Industrial Engineering, Operations Management, or related

field. MBA / Master’s degree preferred.

8–12 years of experience in operations excellence, organizational development, or business process

management within IT, BPO, or professional services industries.

Proven experience leading process mapping and reengineering initiatives in large-scale operations.

Strong understanding of service delivery frameworks, SLAs, and client-driven operations.

Certification in Lean Six Sigma (Green Belt or Black Belt) required.

Proficiency in process visualization tools (e.g., Visio, Lucidchart, Miro) and data analytics (Excel, Power BI,

Tableau).

Benefits

• OPD
• IPD for dependents and Parents
• Quarterly Performance Bonus
• Leaves
• Fuel Card