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 initiative...