Senior Manager – Process Improvement (Service Excellence)

We are seeking a highly experienced Senior Manager for Process Improvement (Service Excellence) to drive innovation, operational efficiency, and continuous improvement across key business functions. This role is ideal for a strategic leader with strong expertise in BPO process optimization, particularly within Banking & Financial Services or Collections verticals, and a proven ability to deliver measurable business impact.

Key Responsibilities

• Lead end-to-end process improvement initiatives to enhance productivity, service quality, and customer satisfaction.
• Identify operational performance gaps and implement data‑driven strategies to optimize workflows.
• Drive Lean Six Sigma methodologies and establish sustainable process governance frameworks.
• Collaborate with cross‑functional leaders to align operational improvements with overall business objectives.
• Mentor and coach managers and teams on co...