Director - Service Excellence & Operational Excellence - BPO

Professionals in this role get to :

- Facilitate and lead Site Scorecard reviews with the Site Director

- Identify and highlight the performance gap areas

- Prioritize gaps by business impact and convert into improvement projects

- Lead and mentor improvement projects to ensure programs and sites meet their performance goals

- Setup and drive governance around project reviews

- Deliver on the Quality Net Income Goals

- Train teams on LF, Table F, KPI Calculations, Site Scorecards basic of analysis

- Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations

- Impact the bottom line: Prepare accurate and meaningful data reports & analysis on request by management; Assist immediate manager in preparing Dash boards

- Control risk: Perform variance analysis and handle all escalations using End to End T&E process knowledge; Identify and assist the team with specific challenges / bottlenecks faced

- Support the Site Lead and Service Delivery team in achieving internal and external goals by exemplifying the core values of the organization: Integrity, leadership, people, clients and entrepreneurial spirit.

- Support the Site Lead and Service Delivery team in achieving client and employee satisfaction while earning maximum potential revenue and margin through sustainable and repeatable projects.

- Be responsible for process improvement projects to reduce variation and waste.

Our most successful candidates will have :

- Black Belt AND/OR PM certification from a premier certification agency / company

- Strong data and process analysis Skills

- Advanced knowledge, skills and experience with Statistical Tools, Process Management (BPMS) Framework, WASTE Identification and Value Stream Mapping, Excel, Business Intelligence Tools / Data Visualization tools
DOMO/Tableau/Crystal Reports/Clickview

- Advanced communication and presentation skills: Strong executive presence, Convincing and persuasion skills

- Experience with CLM organizations - with a focus on continuous improvement

- Knowledge and experience in the domain for the key programs at the site

- Ability to deploy and monetize all identified opportunities in the digital and automation space across all geos with a focus on penetration of platform solutions across our accounts

- Ability to drive large transformation projects

- Work Experience with the platform specific leads and the service delivery/ Geo leads to engage in projects and provide detailed guidance on the same

- Ability to find gaps, engage with teams, ask questions, and find solutions

- Ability to ask questions and strongly represent a point of view

- Build and leverage relationships.

- Candidate should be open to work in US Hours (preferred to work beyond 2am IST).