Assistant Manager - Process Excellence & Escalation Management

Process Re-engineering & Risk Mitigation\nAnalyze existing Service Delivery workflows and conduct end-to-end Process Re-engineering to eliminate waste and non-value-adding steps.\nPerform FMEA (Failure Mode and Effects Analysis) to proactively identify and mitigate risks before they impact the end-user experience.\nIdentify process risks both pre- and post-redesign to ensure no new gaps are introduced during transitions.\nMap inter-process dependencies across cross-functional teams and define CTQs (Critical to Quality) and formal definitions for all core delivery processes.\n\n2. Automation & \"Error-Proofing\" Architecture\nIdentify opportunities for Poka-Yoke (Error Proofing) through technology and system logic.\nDraft comprehensive Business Requirement Documents (BRD) and define precise Business Rules for the Service Delivery Project and Automation teams.\nActively provide inputs to the Quality Control (QC) team to design and conduct targeted audits for errors that cannot be technologically error-proofed.\nPrepare formal Change Management Proposals in discussion with cross-functional teams to enable smooth automation rollouts and organizational shifts.\n\n3. Escalation Management Desk & Error Intelligence\nLead the Escalation Management Desk, ensuring a rapid response mechanism for high-priority/CEO-level escalations.\nThis role requires your flexibility in working hours, and abililty to reach out and pacify concerned global learner.\nMaintain a \"Process-Wise Error Register\" categorized by the root causes observed during escalations across all delivery verticals.\nMaintain a Corrective Action Register and drive structural changes to ensure \"Zero Repetition\" of identified errors.\nDraft responses and executive summaries for the CEO and key stakeholders regarding sensitive delivery matters.\n\n4.

Documentation & Standard Operations\nTake 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.\nMaintain strict version control for all processes, policies, and SOP documentation.\nSupport the ISO team with documentation and facilitation of ISO audits.\n\nCandidate Profile & Qualification:\n\nExperience: 8–10 years in Process Excellence or Operations (Service Industry/EdTech experience preferred).\nEducation: Bachelor’s/Master’s degree in Business, Engineering, or a related field.\nCertifications: Lean Six Sigma (Green/Black Belt) or PMP.\nTechnical Savvy: Proven ability to translate complex operational needs into technical BRDs and automation logic.\nSoft Skills (The \"Must-Haves\"):\nThe courage to put forward logical, data-backed views in any forum, even when challenging the status quo.\nA passion for making tangible change rather than just following a checklist.\nAbility to understand complex challenges and communicate them simply to stakeholders.\nResilience: Ability to manage a high-pressure Escalation Desk while maintaining a long-term focus on process quality.\n\nImpact of the Role\nBy merging proactive FMEA with reactive Escalation Management , the AM will:\nSystematically reduce the volume of high-level escalations through structural error-proofing.\nAccelerate the digital maturity of the Overall Service Delivery ecosystem.\nDrive a culture where logic, efficiency, and data outperform \"the way we've always done it.\"