Job Title

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 precise 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 "Process-Wise Error Register" categorized by the root causes observed during escalations across all delivery verticals. - Maintain a Corrective Action Register and drive structural changes to ensure "Zero Repetition" of identified errors. - Draft responses and executive summaries for the CEO and key stakeholders regarding sensitive delivery matters. 4. Documentation & Standard Operations - Take full ownership of the SOP Lifecycle: Frequently re-draft and update SOPs for respective teams based on the evolving scope of automation and process changes. - Maintain strict version control for all processes, policies, and SOP documentation. - Support the ISO team with documentation and facilitation of ISO audits. Candidate Profile & Qualification: - Experience: 8–10 years in Process Excellence or Operations (Service Industry/EdTech experience preferred). - Education: Bachelor’s/Master’s degree in Business, Engineering, or a related field. - Certifications: Lean Six Sigma (Green/Black Belt) or PMP. - Technical Savvy: Proven ability to translate complex operational needs into technical BRDs and automation logic. - Soft Skills (The "Must-Haves"): - The courage to put forward logical, data-backed views in any forum, even when challenging the status quo. - A passion for making tangible change rather than just following a checklist. - Ability to understand complex challenges and communicate them simply to stakeholders. - Resilience: Ability to manage a high-pressure Escalation Desk while maintaining a long-term focus on process quality. Impact of the Role By merging proactive FMEA with reactive Escalation Management, the AM will: 1. Systematically reduce the volume of high-level escalations through structural error-proofing. 2. Accelerate the digital maturity of the Overall Service Delivery ecosystem. 3. Drive a culture where logic, efficiency, and data outperform "the way we've always done it."