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Process Excellence Specialist

Job Req ID:  54892
Posting Date:  17 Feb 2026
Function:  Business Operations
Unit:  Finance & Business Services
Location: 

Building No 14 Sector 24 & 25A, Gurugram, India

Salary:  Competitive

Recruiter: Saloni Khandelwal

Hiring Manager: Vinodh S 

Career Grade: D

 

 

Why this job matters

This job is key to the successful transformation of GBS. As part of this transformation, GBS has an ambition to move from a ‘Basic/Developing’ GBS organisation to an ‘Advanced’ GBS organisation.

As part of this programme, GBS has developed a Process Excellence Sprint programme using Design Thinking and Value Stream Analysis concepts to define strategic improvements.
This role will support the strategic plans from the Sprints, delivering and supporting the embedding of the improvements to realise the benefits.

What I’ll be doing – your accountabilities

  • Deliver, support, and educate the GBS towers in driving process excellence programmes.
  • Organize and conduct Process Transformation Workshops
  • Gather data necessary for events and ensure data is getting captured in a structured way in our data repository
  • Lead task mining projects – map process, ensure onboarding happens, support whitelisting, teachings, generate insights and share with operations’ leadership
  • Leverage new data gathering method of task/process mining
  • Coach process leads in the delivery of process improvement actions identified
  • Coach the operational teams in delivery of projects to achieve business outcomes
  • If required teach process improvement methodologies such as Lean
  • Help operational team solve issues using a structured approach
  • Help operational teams identify process improvements (automations, standardisation, reorg, waste removal etc)

  • Skills required for the job

    • Proficient in process transformation capabilities including Lean, Six Sigma etc.
    • Good in relationship management
    • Good meeting facilitation skills, Change Management
    • Coaching workplace leaders in breakthrough improvements
    • Coaching workplace leaders and stakeholders to improve every day

    Soft skills:

    • Demonstrable communication and interpersonal skills
    • Ability to deliver to tight timescales and to quickly identify innovative, pragmatic cost-effective solutions
    • Must have presentation skills with the ability to communicate effectively
    • Good commercial/project management acumen

    Connected leader behaviours

    • Inspiring Communicator – Deliver compelling messages to your audience that persuade, inspire and engage
    • Effective Influencing – Drive the best way of organizing information used to influence others and understand the importance of rapport and listening
    • Change Agent – Identify, create and lead smooth business changes. Adapt quickly and perform effectively
    • Collaborative Partner – Understand the agendas and needs of others, break down silos and work brilliantly with partners both within and outside of our organisation to deliver business results

    Experience you would be expected to have

    • Relevant experience in process transformation, programme management
    • Experience in stakeholder management, change management & facilitation
    • Experience in managing Process Improvements, Automation & Digital Transformation
    • Process excellence, design thinking concepts and finance transformation experience (2+ years)
    • Experience in application implementation project management is a plus

 

Why this job matters

The Process Design & Improvement Specialist executes a range of workstreams in delivering initiatives addressing organisational boundaries consisting of existing processes in order to drive efficiencies across business units, regions and functions resulting in enhanced collaboration, innovation and commercial outcomes.

What you’ll be doing

1. Participates in process improvement projects, bringing together cross-functional teams capitalising on opportunities and achieving targeted performance improvements.
2. Mentors other Process Design & Improvement professionals, helping to improve the team's abilities by acting as a technical resource.
3. Champions, continuously develops and shares with team knowledge on emerging trends and changes in Process Design & Improvement.
4. Implements road mapping and roll-out planning with project teams to create an implementation approaches and support roll-out and secures buy-in from stakeholders at all levels of the group.
5. Ensures the identification and assessment of new process improvement and transformation opportunities, partnering with process owners and stakeholders to scope opportunities, define problem statements and objectives, and structure projects and teams.
6. Participates in projects through planning, execution, engagement, documentation, and monitoring of project/programme work.
7. Monitors robust process governance, coordinating cross-functional stakeholders responsible for making decisions about the BT Group's global processes and supporting process transformation.
8. Executes testing of processes against agreed specifications, corporate standards, architecture and methods, and makes recommendations for process/procedural improvement.
9. Identifies and manages risk through regular assessment and diligent execution of controls and mitigations, proactively raising any concerns.

The skills you’ll need

Organisational Design
Business Strategy
Business Analysis
Data Analysis
Communication
Process Design
Stakeholder Management
Business Process Improvement
Design Thinking
Project/Programme Management
Process Architecture
Decision Making
Growth Mindset
Inclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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