Transformation Director

Title : Director - Transformation

Location : Gurgaon

Domain : Order Management Product Fulfilment (Hi Tech industry)

Number of Position : 1

Qualifications : Bachelor’s degree / Post Graduate degree, LSS certification (BB preferred)

Experience

15+ years domain knowledge in Hi Tech Industry

BPO / GBS service industry experience

10+ years in Transformation and Quality role

Skills and Experience Required

Experience in Building Quality Frameworks independently within Hi Tech function preferably or OTC and smooth implementation and adherence

Knowledge of Quality Monitoring process and system

Relevant experience in Lean and Digital Transformation, knowledgeable about tools and platforms used in Hi Tech engagements in mid-size to large Global clients

Hands on experience on process diagnostic study, VSM, lean techniques, brainstorm solutions

Good analytical skills to drive meaningful conversations using insights from data

Knowledge and hands on deployment experience in Agentic AI, GEN AI solutions is a must

Hands on presentations for senior leadership, advanced MS-Office (excel etc.)

Preferred BB certification in Lean Six Sigma from Recognized Institutions

Strong Communication and storytelling skills, should have experience in managing senior stakeholders (External & Internal) and be able to influence decisions

Should have prior Team management experience

Roles & Responsibilities

Lead Quality Assurance and Process Excellence function, ensuring compliance with global regulatory standards

Develop a robust Quality Control Framework and ensure implementation, adherence and effectiveness of audits conducted

Institutionalize strong Governance Structure and operational mechanisms to embed quality and innovation as part of the BAU deliverables and ensure seamless operations

De-Risk operations through deployment of Risk Control & Best Practice framework, best in class Digital solutions

Ensure Quality sampling methodology is effective and Quality checks as per defined framework ensuring feedback and consequence management is in place

Optimize resource capacity, inter agent variation within Delivery and QA

Own and deliver on committed efficiency improvement in engagement through CI

Independently lead high impact projects to deliver prioritized business outcome and value delivered

Identify Digital led transformation opportunities and bring best practices from existing relationships

Institute a reporting mechanism and strong governance for measurement and reporting

Anticipate and highlight challenges for resolution to avoid disruption to operations and client business

Client satisfaction / dissatisfaction measurement & analysis through independent surveys.

Mentor and build LSS DNA in the operations environment