Job Description

Roles & Responsibilities

Role Purpose

Support delivery of process excellence initiatives by leading end-to-end diagnostics, process mapping, RCA, and implementation support for telecom business processes helping improve operational efficiency, customer experience, and cost through Lean/Six Sigma and data-driven improvement, in alignment with Vodafone objectives and the Sr. Lead s transformation agenda

Key Accountabilities & Decision Ownership

• Lead workstreams within process optimization projects: deliver assigned scope from discovery to implementation, ensuring alignment to priorities and measurable outcomes (supports execution of major optimization initiatives
• Run process diagnostics: capture VOC/pain points, map As-Is/To-Be, identify waste and bottlenecks, and recommend improvements
• Perform RCA and propose solutions: conduct 5-Why/Fishbone/Pareto and validate root causes using data/logs and operational evidence.
• Analytics & KPI management: build KPI baselines, benchmarking views, and tracking to monitor performance and confirm benefits
• Standardization and document: draft SOPs, controls, checklists, and process documentation; maintain version control and ensure repeatability
• Stakeholder engagement & workshops: facilitate process mapping/RCA/prioritization workshops and drive action closure across teams (supports cross-functional collaboration and influence
• Business case support: quantify benefits (time, cost, risk reduction, CX), support business case inputs and benefit tracking
• Change enablement support: prepare communication/training drafts and operational readiness packs for new processes

Core Competencies, Knowledge, and Experience

• Process mapping & redesign: E2E thinking, handoffs, controls
• Structured problem solving: CA, hypothesis testing, simplification of ambiguity)
• Analytical capability: trend analysis, KPI design, insights)
• Stakeholder management & facilitation: workshops, alignment, influence without authority
• Documentation & communication: SOPs, presentations, executive-ready updates

Must have technical / professional qualifications

• +3 years experience in process improvement / transformation / management consulting
• Strong communication and collaboration skills; able to engage cross-functionally
• Lean Six Sigma Green Belt
• Tools: Excel/PowerPoint; process mapping; reporting (Power BI is a plus)