Deputy General Manager (DGM) – Process Excellence / Automation

The Deputy General Manager – Process Excellence is responsible for identifying automation opportunities and driving process improvement initiatives across voice and non-voice operations. This role plays a critical part in delivering operational efficiencies through automation, analytics, and process optimization. The position requires strong expertise in Lean Six Sigma methodologies, business process analysis, and automation frameworks . Key Responsibilities Identify automation opportunities across voice and non-voice processes • Conduct automation assessments and feasibility studies for process improvement • Develop business cases, project charters, and automation proposals • Prepare Business Requirement Documents (BRDs), use cases, and automation documentation • Partner with operations and business stakeholders to identify process improvement opportunities • Drive automation implementation initiatives from assessment to execution • Apply statistical models and forecasting techniques to analyze volumes, capacity, and customer behavior • Leverage data aggregation and mining techniques to produce actionable insights • Develop dashboards, reports, and performance analytics to support operational decisions • Build and maintain strategic relationships with internal and external stakeholders Qualifications Minimum 13 years of professional experience • Strong experience in automation, process excellence, or operational transformation roles • Lean Six Sigma Master Black Belt Certifi