Process Excellence Manager

About the Role:

We are seeking a highly experienced and innovative Process Excellence professional to drive a transformative journey within our legal firm and the outsourcing operations. You will be the key architect in redesigning and optimizing critical workflows for both our India operations and our client’s office in Atlanta. Your mission will be to identify, analyze, and execute process improvements by leveraging Six Sigma, Lean, and cutting-edge AI-driven digital transformation. This role is critical in moving us from manual, legacy processes to an automated, streamlined, and data-driven future.

Key Responsibilities:

1. Lead end-to-end process discovery, mapping (As-Is), and design (To-Be) for key legal support functions (e.g., case intake, document management, discovery, reporting).

2. Conduct Value Stream Mapping to identify bottlenecks, waste, and improvement opportunities across geographies.

3. Apply Six Sigma DMAIC/Lean methodologies to execute sustainable process improvements, ensuring measurable gains in efficiency, quality, and turnaround time.

4. Spearhead our digital transformation agenda by identifying, proposing, and implementing AI/automation technologies (e.g., NLP for document review, RPA for repetitive tasks, predictive analytics) to replace manual workflows.

5. Develop robust performance dashboards and metrics to monitor process health and improvement benefits for stakeholders in India and the US.

6. Act as a change agent, training and coaching teams in new processes and technologies, ensuring smooth adoption.

7. Collaborate directly with US-based leadership and on-site teams in Atlanta to understand pain points and align improvement projects with business objectives.

Required Qualifications & Experience:

  Education: Bachelor’s degree in Engineering, Business, or a related field. Master’s degree is a plus.

  Certification: Minimum of Six Sigma Green Belt certification; Black Belt strongly preferred.

  Experience: 5+ years of proven, hands-on experience in Process Improvement, Operational Excellence, or Business Transformation.

  Industry Background: Must have extensive experience within a BPO (Business Process Outsourcing) or KPO environment. Legal services BPO experience is a significant advantage.

Technical Expertise:

 Expert in Process Mapping and Value Stream Mapping tools (e.g., Visio, Lucidchart).

 Deep, practical knowledge of Six Sigma and Lean principles and tools.

 Demonstrated experience in Digital Transformation and AI technologies (e.g., RPA, Machine Learning, Intelligent Document Processing) with a track record of implementing automation solutions.

Skills: Exceptional analytical, problem-solving, and project management skills. Strong stakeholder management and communication skills to work effectively with cross-cultural and remote teams.

Ideal Candidate Profile:

You are a problem-solver at heart, obsessed with efficiency and quality.

You speak the language of both processes (SIPOC, FMEA) and technology (AI, Automation).

You understand the pressures and dynamics of a BPO service delivery model, including SLAs, productivity, and client-specific workflows.

You are proactive, self-driven, and can manage accountability for outcomes across international teams.

What We Offer:

A pivotal role in shaping the future of legal process outsourcing.

Opportunity to work with a prestigious US legal client.

Competitive compensation and benefits package.

A culture that values innovation, excellence, and professional growth.