Operational Excellence & Lean Six Sigma Leader

BHABANI SANKAR MISHRA

Operational Excellence Process Improvement Portfolio Lean Six Sigma Automation & AI Enablement

909******* *********************@*****.*** Bengaluru LinkedIn Immediate Joiner

PROFESSIONAL SUMMARY

Operational Excellence professional with 8+ years leading process improvement and continuous improvement initiatives using Lean, Six Sigma (DMAIC), Kaizen, and project management discipline across multi-account, multi-site service operations. Maps end-to-end processes, identifies bottlenecks and inefficiencies, and drives simplification and standardization, then performs root cause analysis and implements sustainable corrective and preventive actions — delivering a 25% operational efficiency improvement and 20% reduction in recurring defects, sustained across multiple cycles. Identifies and assesses improvement and automation opportunities, develops business cases and requirements, and tracks benefit realization, including chat automation and quality and support process automation, with hands-on evaluation of AI-generated output. Governs an improvement portfolio — prioritization, benefit validation, progress tracking, risk management, and stakeholder reporting through Power BI, Advanced Excel, and MBR/QBR reviews. Coaches teams in practical application of improvement methods through workshops, Training Needs Identification, and calibration, and replicates proven practices across teams through SOP and playbook standardization. Drives change adoption and influences stakeholders at multiple levels, collaborating with cross-functional and global teams. Lean Six Sigma Certified ISO 9001:2015 Certified Internal Auditor ITIL V4 Foundation.

CORE COMPETENCIES

•Operational Excellence & Continuous Improvement (Lean, Six Sigma DMAIC, Kaizen)

•End-to-End Process Mapping, Simplification & Standardization

•Root Cause Analysis & Sustainable Corrective/Preventive Action

•Improvement Portfolio Governance: Prioritization, Benefit Validation & Reporting

•Business Cases, Requirements & Benefit Realization Tracking

•AI & Automation: Chat Automation, Quality & Support Process Automation

•Training, Workshops & Capability Building

•Best-Practice Replication Across Teams & Regions

•Change Adoption & Multi-Level Stakeholder Influence

•Operational Performance Reporting (Power BI, Advanced Excel)

TECHNICAL SKILLS & TOOLS

Operational Excellence

Lean, Six Sigma (DMAIC), Kaizen, Value Stream Mapping, RCA (5 Why, Fishbone, Pareto), CAPA, performance measurement

Portfolio & Benefits

Initiative prioritization, benefit validation, progress and risk tracking, business cases, requirements definition

Reporting & Analytics

Power BI dashboards, Advanced Excel (pivots, trend analysis), MS PowerPoint, MS Visio

AI & Automation

Chat automation, Quality & Support process automation, AI-generated output evaluation, automated workflow design, automation opportunity identification

Governance

SOP governance, ISO 9001:2015 audits, ITIL V4 Foundation, ServiceNow CSM, Jira

PROFESSIONAL EXPERIENCE

Senior Quality Assurance Engineer — Automation Anywhere Jun 2022 – Aug 2026 Operational Excellence, Process Improvement Portfolio & Automation Enablement — Multi-Account Global Delivery

•Lead process improvement initiatives using Lean, Six Sigma DMAIC, and Kaizen with project management discipline, managing multiple initiatives at once through cross-functional teams and subject matter experts.

•Map end-to-end processes, identify bottlenecks and inefficiencies, and drive process simplification and standardization through SOPs, playbooks, and operating standards.

•Perform root cause analysis (5 Why, Fishbone, Pareto) and implement sustainable corrective and preventive actions, delivering a 20% reduction in recurring defects sustained across multiple cycles.

•Identify and assess improvement and automation opportunities — including chat automation and quality and support process automation — define requirements, and partner with technical teams, evaluating AI-generated output quality.

•Develop business cases and track benefit realization, delivering a 25% operational efficiency improvement sustained across multiple cycles.

•Govern the improvement portfolio: prioritize initiatives, validate benefits, track progress and risk, and report to stakeholders through Power BI dashboards and MBR/QBR reviews.

•Coach teams in practical application of improvement methods through workshops, Training Needs Identification, and calibration, building capability beyond individual initiatives.

•Identify, adapt, and replicate proven practices across teams and accounts to drive consistency and speed outcomes.

•Drive change adoption and influence stakeholders at multiple levels, collaborating with cross-functional and global teams for consistent service delivery.

Key Results: 25% operational efficiency improvement • 20% defect reduction sustained across multiple cycles • 95%+ quality compliance • Employee of the Quarter (2023) • Customer Delight Award • 6 Champion of the Month

Administrator — Wipro Feb 2021 – Jun 2022 Process Improvement & Operational Standards

•Mapped processes, identified inefficiencies, and applied DMAIC and Lean to implement corrective changes across voice and non-voice workflows.

•Delivered training and process-update workshops; tracked improvement benefits through Excel dashboards for leadership review.

•Developed and maintained operational standards and SOPs aligned to ISO 9001:2015.

Analyst / Software Engineer — Capgemini Jun 2018 – Feb 2021 Process Quality & Analytics

•Conducted quality reviews across delivery channels, identified recurring process issues, and contributed data-backed improvement recommendations.

•Served as SME for User Access Management governance; supported process mapping and documentation control.

EDUCATION

Bachelor of Computer Applications (BCA) — Utkal University

CERTIFICATIONS

Lean Six Sigma • ISO 9001:2015 Internal Auditor • ITIL V4 Foundation • Microsoft Office 365 • Cisco Cybersecurity • COFPS

LANGUAGES

English (Professional Proficiency) Hindi Odia Bengali

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