Manager – Process Excellence & Quality
Location: Gurugram/Chennai
Department: Quality
Employment Type: Full-time
Travel: Periodic travel within India and overseasRole Purpose
The Manager – Process Excellence & Quality will design, standardize and improve business processes across the Company’s healthcare operations and support functions. The role requires strong process orientation, with demonstrated experience in process creation, process engineering, operational controls and multi-location implementation. Candidates from GCCs, BPM, shared services and outsourcing environments will be considered, particularly those who have managed healthcare, medical, insurance or other regulated workflows.Key Responsibilities
- Design and implement end-to-end processes, SOPs, workflows, controls and escalation mechanisms.
- Map existing processes and identify gaps, risks, duplication, delays and control weaknesses.
- Standardize processes across centres, departments and geographies.
- Define roles, approvals, service standards, turnaround times, quality checks and accountability.
- Conduct root-cause analysis and lead corrective and preventive actions.
- Develop process-audit frameworks, monitoring tools and management reports.
- Work with Operations, Medical, IT, HR, Finance, Procurement and other teams to improve process effectiveness.
- Support workflow automation, digitization and system integration in coordination with IT and MIS teams.
- Ensure that processes meet client, contractual, regulatory and internal quality requirements.
- Train teams on new processes and monitor implementation and adherence.
- Drive continuous improvement and measurable operational improvement initiatives.
Mandatory Qualifications and Experience
- Bachelor’s degree in Engineering, Operations, Business Management, Quality Management or a related discipline.
- Minimum 7 years of experience in process excellence, business process management, operational excellence, transformation or service delivery.
- At least 2 years of experience in a managerial or team-lead role.
- Experience within a GCC, BPM, shared-services, outsourcing or other process-intensive service environment.
- Demonstrated experience personally designing and implementing end-to-end processes.
- Strong experience in process mapping, SOP development, risk controls, audit mechanisms and operational standardization.
- Practical experience implementing, maintaining or auditing a quality management system aligned with ISO 9001.
- Strong understanding of ISO 9001 principles, including process-based management, risk-based thinking, corrective actions and continual improvement.
- Experience implementing processes across multiple teams, locations or business units.
- Ability to analyse process failures, conduct root-cause analysis and implement corrective actions.
- Experience working with cross-functional stakeholders and driving process adoption.
- Proficiency in Microsoft Excel, PowerPoint and process-mapping tools.
- Strong written and verbal communication skills in English.
- Willingness to travel within India and internationally.
Nice-to-Have Qualifications and Experience
- Experience managing outsourced healthcare, medical, diagnostic, insurance claims, clinical support or other regulated workflows.
- Experience working with healthcare providers, medical teams, laboratories or diagnostic operations.
- Lean Six Sigma Green Belt or Black Belt certification.
- ISO 9001 Internal Auditor or Lead Auditor certification.
- Experience with other management systems and standards, such as ISO 27001, 10002, 15189 as well as NABH, NABL
- Experience with workflow automation, ERP, BPM or quality-management systems.
- Experience managing client SLAs, contractual controls or client audits.
- Exposure to international or multi-country operations.
- Experience in change management and large-scale process implementation.
Pay: ₹1,000,000.00 - ₹1,200,000.00 per year
Work Location: In person
