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-...