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Senior Transformation Director

beBeeExpertKochi, Kerala, India

1 day ago

Job description

Job Summary :

We are seeking a seasoned transformation expert to drive strategic business growth through data-driven insights and process optimization.

Main Responsibilities :

Transformation Leadership : Define and execute large-scale transformation programs focused on cost reduction, efficiency enhancement, and quality improvement across global operations.

Data-Driven Insights : Develop and track key performance indicators (KPIs) like Average Handling Time (AHT), Turnaround Time (TAT), Idle Time, Utilization, Attrition, and Forecast Accuracy to measure progress and inform decision-making.

Process Optimization : Apply Lean Six Sigma methodologies to redesign workflows, eliminate waste, and reduce variation in critical processes.

Strategic Planning : Collaborate with stakeholders to align transformation initiatives with business objectives, driving outcomes around productivity, utilization, Service Level Agreement (SLA) adherence, and customer experience (CX) metrics.

Achieving Results :

Implement enterprise-wide process improvements, leveraging machine learning, generative AI, natural language processing (NLP), predictive analytics, and automation to enhance operational efficiency and effectiveness.

Partner with cross-functional teams to develop and deploy AI / ML solutions, ensuring seamless integration with existing systems and processes.

Manage complex transformation roadmaps with agile governance, stakeholder alignment, change management, and risk mitigation to ensure successful project delivery.

Foster a culture of continuous improvement, driving organizational maturity in digital transformation, citizen development, and AI literacy to support future growth and innovation.

Requirements :

Bachelor's degree in Engineering, Computer Science, or a related field; Master's degree preferred.

Six Sigma Black Belt certification mandatory.

Minimum 12 years of experience in Business Process Outsourcing (BPO) / Knowledge Process Outsourcing (KPO) / Shared Services, with proven ownership of large-scale transformation projects.

At least 5 years of experience leading AI / ML initiatives, demonstrating expertise in model lifecycle and deployment.

Proficient in tools like Python, SQL, Power BI / Tableau, and exposure to AI platforms.

Strong command over automation technologies (RPA tools).

Deep understanding of BPO metrics and operational challenges in domains like Customer Experience (CX), Finance and Accounting (F&A), Risk, and Content Operations.

Negotiable Criteria :

We seek a certified Six Sigma practitioner who has utilized the methodology to drive significant improvements in a BPO environment.

Candidates should possess strong leadership presence, influencing C-level stakeholders, and excellent communication skills, particularly in presenting data-backed recommendations.

Prioritised Skills :

Strategic thinker with problem-solving mindset.

Results-driven leader with bias for action.

Effective communicator with storytelling skills.

Agile professional comfortable in fast-paced environments.

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Senior Director • Kochi, Kerala, India

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