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Sr. Analyst - GBS Process Governance & Continuous Improvement – Customer Care
Hybrid · Bengaluru, Karnataka, India
Job Summary
The Sr. Analyst - GBS Process Governance & Continuous Improvement – Customer Care is responsible for driving strong governance, audit readiness, and operational excellence across business groups. Key responsibilities include maintaining process governance frameworks, enhancing KPI libraries, monitoring process performance, and facilitating continuous improvement projects. The role requires expertise in Lean fundamentals, structured problem-solving methodologies, and experience in project leadership. Candidates must possess a Bachelor's degree and a minimum of 5 years' experience in relevant fields.
Required Qualifications
- Bachelor’s degree in business, Operations Management, Industrial Engineering, or related field
- 5+ years of experience in shared services, operational excellence, process governance, consulting capacity
- Minimum Lean Six Sigma Green Belt certification is required
- Expertise in structured problem-solving through formal methodologies (e.g., RCCM, A3, DMAIC, or equivalent)
- Strong experience in process management, KPI governance, and audit frameworks
Desired Qualifications
- Hands-on experience implementing successful TPS fundamentals
- Demonstrated project leadership experience with cross-functional teams
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