Manager - Business Process, Quality and Performance Management

As the Manager - Digitalization, First Choice & Quality, your role is crucial in driving automation and digital transformation initiatives, leading First Choice excellence programs, and ensuring adherence to quality standards and continuous improvement. You will be responsible for identifying process improvement opportunities, implementing scalable digital solutions, driving stakeholder engagement, and supporting operational excellence through structured methodologies such as DMAIC, Lean, and ISO-based quality frameworks. Key Responsibilities: - Lead the development and implementation of a broad, coordinated set of plans and programs to meet the goals and priorities of CW1. - Manage end-to-end solution delivery including requirements, backlog, sprint planning, UAT, rollout, and stabilization. - Partner with operations, commercial, finance, and support functions to identify automation use cases delivering measurable value. - Oversee post-deployment support, drive adoption, and ensure solutions meet SLAs. - Lead deployment of First Choice tools, methodologies, and improvement workshops. - Coach and train teams on FC principles, DMAIC, problem-solving, and customer-centric process design. - Review NPA/CSS scores, identify improvement areas, and collaborate with Operations/Commercial to drive enhancements using FC tools. - Conduct deep-dive analysis of performance reports, identify bottlenecks, and propose improvement actions. - Actively promote the exchange and adoption of Best Practices within the country to leverage collective learning and improve consistency and productivity. - Develop a high-performance service culture within the functional department and monitor individual performance. Qualification Requirements: - Bachelor's degree in Business, Engineering, IT, Operations Research, or related discipline. - ISO Certifications. - Lean Management certification. - Data Analysis and Administration skills. In addition to the above responsibilities, you will need to have 3+ years of experience in Freight Forwarding Operations or Project Management in another relevant Management position in a Freight Forwarding Company, consultancy, or a large Multinational business in India/Asia. Experience in large regional responsibility and close coordination and working with Country teams will be beneficial for this role. Please note that the job description also includes requirements related to Finance & Projects, such as ensuring the financial well-being of the company and utilizing technology to improve efficiency and customer satisfaction. Additionally, People Management skills are essential, including developing a high-performance service culture within the functional department and identifying training needs to develop a highly skilled team. As the Manager - Digitalization, First Choice & Quality, your role is crucial in driving automation and digital transformation initiatives, leading First Choice excellence programs, and ensuring adherence to quality standards and continuous improvement. You will be responsible for identifying process improvement opportunities, implementing scalable digital solutions, driving stakeholder engagement, and supporting operational excellence through structured methodologies such as DMAIC, Lean, and ISO-based quality frameworks. Key Responsibilities: - Lead the development and implementation of a broad, coordinated set of plans and programs to meet the goals and priorities of CW1. - Manage end-to-end solution delivery including requirements, backlog, sprint planning, UAT, rollout, and stabilization. - Partner with operations, commercial, finance, and support functions to identify automation use cases delivering measurable value. - Oversee post-deployment support, drive adoption, and ensure solutions meet SLAs. - Lead deployment of First Choice tools, methodologies, and improvement workshops. - Coach and train teams on FC principles, DMAIC, problem-solving, and customer-centric process design. - Review NPA/CSS scores, identify improvement areas, and collaborate with Operations/Commercial to drive enhancements using FC tools. - Conduct deep-dive analysis of performance reports, identify bottlenecks, and propose improvement actions. - Actively promote the exchange and adoption of Best Practices within the country to leverage collective learning and improve consistency and productivity. - Develop a high-performance service culture within the functional department and monitor individual performance. Qualification Requirements: - Bachelor's degree in Business, Engineering, IT, Operations Research, or related discipline. - ISO Certifications. - Lean Management certification. - Data Analysis and Administration skills. In addition to the above responsibilities, you will need to have 3+ years of experience in Freight Forwarding Operations or Project Management in another relevant Management position in a Freight Forwarding Company, consultancy, or a large Multinational business in India/Asi