Delivery Excellence & Transformation Lead

Gratitude Inc

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2 months ago

Delivery Excellence & Transformation Lead

12-15 Year(s)

Pune (Pune)

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Job Description

Key Skills

Communication Data Analysis Problem Solving Stakeholder Management Data Anaytics HRO Setup Six Sigma Lean Six Sigma Black Belt good communication skills AI/ML Model Agile Problem Solving Project and Stakeholder Management AI/ML Expertise:

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Location: Pune

Band: BPO 5/6

Job Summary:

We are looking for an experienced Delivery Excellence Partner to drive a strong data-driven culture across operations. The role focuses on implementing quality frameworks, continuous improvement initiatives, and Lean Six Sigma methodologies to enhance client satisfaction and business performance.

Key Responsibilities:

Drive a data-driven culture by conducting training on quality tools and methodologies
Lead continuous improvement initiatives and develop transformation roadmaps for client accounts
Mentor and lead Lean Six Sigma projects to deliver measurable business value
Deploy and manage Quality Management Systems (QMS) including ISO and CMMI practices
Build organizational capability in Lean Six Sigma, QMS, and digital transformation
Drive innovation and automation initiatives with impactful case studies
Implement No Surprise Framework to proactively manage risks
Collaborate with clients and internal stakeholders to ensure successful delivery excellence initiatives
Drive client satisfaction and operational excellence through structured programs

Critical Skills Required:

Strong communication and presentation skills
Excellent analytical and problem-solving abilities
Proven client & stakeholder management skills
Strong influencing and negotiation skills
Effective program management and networking abilities
Self-driven, assertive, and result-oriented mindset

Eligibility Criteria:

Experience: 12–15 years of overall experience in transformation/quality roles
Minimum 4 years of experience in Lean Six Sigma/Transformation (FAO, SCM, HRO preferred)
Strong exposure to service industry operations
Hands-on experience in process improvement, automation, and data-driven decision-making
Exposure to Data Analytics, Machine Learning, or AI is an added advantage

Certifications:

Mandatory: Lean Six Sigma Black Belt (ISI / ASQ / Benchmark / BCG)
Preferred: Master Black Belt, PMP, Agile, QMS certifications

Educational Qualification:

MBA (Finance), M.Com, CA, ICWA, or Engineering background
Proven expertise in FAO, SCM, or HRO transformation preferred

Additional Requirements:

Willing to work in rotational shifts (currently afternoon shift)
Open to travel as per business requirements
PAN & DOB mandatory for profile creation
Note: Ex-TCS employees are not eligible

Role

Customer Delivery Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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