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Only 24h Left! Senior Business Insights Manager

Only 24h Left! Senior Business Insights Manager

TaskUsChennai, Tamil Nadu, India
23 hours ago
Job description

Key Responsibilities

Process Reengineering & Six Sigma

  • Apply Lean Six Sigma (Black Belt certified) methodologies to redesign workflows, eliminate waste, and reduce variation in critical processes.
  • Conduct value stream mapping, RCA workshops, and process simulations to uncover optimization opportunities.
  • Develop and track transformation KPIs like AHT, TAT, Idle Time, Utilization, Attrition, and Forecast Accuracy.

Strategic Transformation Leadership

  • Define and lead enterprise transformation programs focused on cost reduction, process efficiency, and quality improvement across global BPO operations.
  • Align transformation initiatives with strategic business objectives, driving outcomes around productivity, billable utilization, SLA adherence, and CX metrics (CSAT, FCR, etc.).

    • AI / ML-Driven Innovation

  • Identify and lead use cases for machine learning, generative AI, NLP, predictive analytics, and automation across key functions (quality assurance, workforce management, fraud detection, content moderation, etc.).
  • Partner with internal data science, product, and engineering teams to develop AI / ML solutions, PoCs, and production-grade deployments.

    • Cross-functional Program Execution

  • Collaborate with business leaders, operations heads, and IT stakeholders to roll out initiatives with measurable ROI.
  • Manage complex transformation roadmaps with agile governance, stakeholder alignment, change management, and risk mitigation.

    • Capability Building & Change Management

  • Drive organizational maturity in digital transformation, citizen development, and AI literacy.
  • Lead CoE (Center of Excellence) for AI-augmented operations and continuous improvement.

    • Required Qualifications

  • Bachelor’s degree in Engineering, Computer Science, or a related field (Master’s preferred).
  • Six Sigma Black Belt certification (mandatory).
  • 12+ years of experience in BPO / KPO / Shared Services, with proven ownership of large-scale transformation projects.
  • 5+ years of experience leading AI / ML initiatives, with demonstrable understanding of model lifecycle, deployment, and AI governance.
  • Proficient in tools like Python, SQL, Power BI / Tableau, and exposure to AI platforms (Azure AI, AWS SageMaker, Google Vertex AI, or OpenAI APIs).
  • Strong command over automation technologies (RPA tools like UiPath, Blue Prism, or Power Automate).
  • Deep understanding of BPO metrics and operational challenges in domains like CX, F&A, Risk, and Content Operations.

    • Critical Clarification on Six Sigma Black Belt Experience :

    The Black Belt certification is being prioritized because it signifies a deep, practical understanding and proven track record of process adherence, rigorous process improvement, and tangible operational results.

  • We ARE looking for : A practitioner who has utilized the Six Sigma Black Belt methodology to drive significant, measurable improvements in a BPO environment. The candidate must show a strong emphasis on operational delivery / improvement.
  • We are NOT looking for : Candidates whose main experience is as a Six Sigma Trainer or Program Manager focused purely on certification or curriculum.

    • Preferred Traits

  • Strategic thinker with a bias for action and problem-solving mindset.
  • Strong leadership presence with ability to influence C-level stakeholders.
  • Excellent communication and storytelling skills, especially in presenting data-backed recommendations.
  • Comfortable operating in fast-paced, ambiguous, and matrixed environments.
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    Only 24H Left Senior • Chennai, Tamil Nadu, India