I&P GN - Song –Service- Senior Manager - Process Excellence-PE

Lead and govern process transformation methodology and quality across multiple client engagements, including embedding AI into future state process designs.

Manage senior client relationships and act as executive governance contact, ensuring risk management, stakeholder alignment, and program delivery confidence.

Drive business growth through account expansion, pipeline generation, and develop the practice through mentoring, capability building, and thought leadership.

Minimum 12 years of experience in process excellence, process redesign, or management consulting.

MBA or equivalent postgraduate degree from a Tier 1 institute.

Lean Six Sigma certification is mandatory (Black Belt preferred).

Experience with process re-engineering, customer service transformation, and AI-enabled process design required.

Experienced in leading large, complex consulting engagements with end-to-end accountability for delivery and client satisfaction.

Capable of defining and governing methodology across client portfolios and managing multi-level consulting teams.

Strong understanding of AI, CCaaS, CRM platforms, and customer-centric service design to provide strategic technology direction.