Job Description
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Job Title:  Customer Excellence & Transformation Specialist
Posting Start Date:  7/6/26
Job Description: 

Job Description: Customer Excellence & Transformation Specialist

Reports to: Associate Director – People Service Delievery

Location: Mumbai

Role Purpose

Service Excellence Manager is the primary architect of Vistra’s Lean Six Sigma (LSS) culture. You will lead the transition of the Global People Services Team from a reactive service model to a high-performance, data-driven Centre of Excellence. Your mandate is to eliminate waste, institutionalize a culture of continuous improvement, and provide the strategic insights needed to optimize our People Services workforce and service footprint.

Key Responsibilities

1. Lean Six Sigma & Process Transformation

  • LSS Deployment: Design and execute a Lean Six Sigma roadmap for the People Services hub. Lead high-impact "Green Belt" projects to reduce cycle times and error rates.
  • Process Mapping & Taxonomy: Build a comprehensive global process library (L1–L4) using tools like Visio, Signavio, or LucidChart. Identify "Shadow Processes" and harmonize them into standard global workflows.
  • Waste Elimination: Conduct Value Stream Mapping (VSM) sessions to identify non-value-added steps (manual reconciliations, email-based approvals) and propose automation/RPA and AI candidates.

2. Performance Intelligence & KPI Dashboards

  • Metrics Architecture: Define "North Star" KPIs (Cost per Transaction, First Contact Resolution, NPS, e-NPS) that go beyond basic SLAs.
  • Visual Management: Build and maintain automated Executive Dashboards (PowerBI/Tableau) that provide real-time visibility into the health of global service delivery.
  • Error Governance (RCA): Facilitate the "Corrective and Preventive Action" (CAPA) process. Use 5-Whys and Fishbone diagrams to move the team from "blaming" to "fixing the system."
  • Build a culture of Continuous Improvement and focus on Built-in-Quality (BIQ) and mistake proof key processes.
  • Conduct Kaizen events and actively engage with the People Service team and its leaders to champion change.

3. Strategic Resource & Footprint Optimization

  • Workforce Planning (WFP): Develop "Time & Motion" studies and capacity models to predict staffing needs based on seasonal volume spikes (e.g., Annual Bonus cycles or Year-End).
  • Service Centre Strategy: Provide data-driven inputs on "Right-Shoring"—analyzing which tasks stay in delivery hub versus which can be automated or retained in the markets
  • Business Case Development: Quantify the "Cost of Poor Quality" (COPQ) and build ROI models for new technology investments.

Candidate Profile

Technical Expertise:

  • Certification: Certified Lean Six Sigma Black Belt (LSSBB) with a proven portfolio of successful projects.
  • Analytical Tools: Mastery of Minitab (for statistical analysis), Visio (for process mapping), and PowerBI (for visualization).
  • GBS Knowledge: Deep understanding of Global Business Services (GBS) frameworks and ISO/COPC standards.

Professional Experience:

  • 8–12 years in Service Excellence, Quality, or Business Transformation roles within a global Shared Services environment (preferably in HR or in Finance/IT).
  • Experience in Workforce Management (WFM) software and capacity modelling.

Soft Skills:

  • The "Change Agent" Mindset: Ability to influence "Old Guard" managers to adopt new, leaner ways of working.
  • Executive Presence: Capable of presenting "uncomfortable" data to the Executive Leadership in HR with a clear solution path.
  • Cultural intelligence: Ability to partner with stakeholders in different regions and influence them on key initiatives.
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