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 intr...