Sr. Manager - New Process Excellence

Date: 27-Nov-2022

Location: Gurgaon

Company: TATA SIA Airlines Limited

Job Overview

The service excellence team works on improvement of customer experience by driving process excellence for Customer Engagement and other customer facing teams. This is done by framing internal policies and ensuring compliance which is there this role is critical. The function also regularly looks at customer VOC received from multiple platforms and shared it in an actionable format to the rest of the organization. This role would also require audit of the SOPs rolled out and data analytics

Key Responsibilities

Business excellence processes and SOP creation

  • Guide, train (by self or with qualified partners) the customer facing teams and process development teams on the best practices for creating process documents
  • Also, create policies and SOP documents which are in line with the best suited process modelling practices such as Business Process Management, Six Sigma, etc
  • Create a repository of all documents/circulars/policies that affect customer facing SOPs for Commercial team in Vistara. Based on these audit different platforms and ensure continuity of information and compliance of policies – ensure compliance in the Document Management System

Business excellence Audit

  • Audit or put in place audit mechanisms to ensure the compliance, period revision and overall health of the process with defined success measures and metrics in place
  • Share the Audit findings with stakeholders along with improvement areas, insights and corrections


Skills & Attributes

  • Excellent Excel and Power Point skills and strong command on MS office applications
  • Ability to analyze and present data and trends
  • Excellent written and verbal communication skills
  • Six Sigma certification or equivalent (such as certification on Business Process Management)
  • Knowledge of process mapping tools like Visio and Lucid Chart
  • Work with multiple stakeholders and departments
  • Structured thinking to quickly structure the process and find key drivers influencing it


Work Experience

  • Minimum 6-7 years’ experience in process management, quality management and process excellence roles (experience years requirement can be reduced based on relevant experience)


  • Post-Graduate from a recognized university




All Vistara employees are required to be fully vaccinated against COVID-19