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 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:

• 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.\"