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 MitigationAnalyze 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/" ArchitectureIdentify 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 IntelligenceLead 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 OperationsTake 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 RoleBy merging proactive FMEA with reactive Escalation Management, the AM will:Systematically reduce the volume of high-level escalations through structural error-proofing.Accelerate the digital maturity of the Overall Service Delivery ecosystem.Drive a culture where logic, efficiency, and data outperform /"the way we've always done it./"

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