Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

What You'll Do:

Operations Excellence Manager

Work Location – Bangalore, Client Site                                                                Working Days – 5 Days (WFO)

Reports To – Sr. Manager                                                                                               Shift Time – Day Shift

Role Overview:

The Operations Excellence Manager is responsible for overseeing and optimizing end-to-end

business operations while ensuring high-quality service delivery. This role involves client

management, people & performance management, and cross-functional team leadership, with a focus on process efficiency, stakeholder collaboration, and business growth.

 Key Role Deliverables:

• Business Transformation (80%)

• Design & implement operational excellence framework best suited for the vertical
• Formulate & Manage detailed KPI table across all businesses in e-commerce domain
• Identify and lead improvement initiatives in internal business/ operational processes
• Drive innovation & automation for waste elimination & efficiency improvement
• Engage the employee base in various operational excellence initiatives

• Service Delivery (20%)

• Provide service delivery support to process owners (located at different location). This includes people management, performance tracking/financial analysis(Invoicing) & ensuring team is adhering to BGO Policies/standards.
• Ensuring adherence to service levels as defined by the client
• Headcount management/co-ordination at client site.

Project & Team Management

• Oversee multiple projects across different Lines of Business (LOBs), ensuring timely delivery and quality standards.
• Lead a diverse team of 20+ members, including Business Analysts, Process Excellence Leads/AMs & content developers.
• Foster a collaborative and high-performance culture by setting clear goals, mentoring team members, and driving accountability.

Operational & Process Excellence

• Identify process gaps and implement efficiency-driven solutions to improve workflows and service delivery.
• Work closely with Process Excellence Analysts to standardize operations, reduce inefficiencies, and drive continuous improvement.
• Leverage data insights to track performance, optimize processes, and ensure compliance with internal and client-defined SLAs.

Required skills and attributes

• Strong Analytical & Problem-Solving Skills
• Should have demonstrated project / program management skills
• Extensive understanding of mistake proofing & automation tools
• Lean Six Sigma GB certified (or BB trained)
• Experience of E-Commerce / Internet Industry either directly with organizations in this space or indirectly as a service provider would be an added advantage
• People management skills
• Great communication skills, Self-Motivated Independent worker, Excellent interpersonal skill
• Strong stakeholder and client management skills.
• Ability to lead and manage a diverse team across multiple functions.
• Excellent analytical, problem-solving, and decision-making abilities.
• Proficiency in project management tools, reporting dashboards, and financial systems is a plus.

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.

• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.  

• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

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Website – https://www.billgosling.com/careers

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!