Assistant Manager – Process Excellence & Escalation Management

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 ...