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Cosultant Non IT at Skyleaf Consultants
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Global Head - Productivity/Governance & Quality - BPO/IT (8-14 yrs)
Business Productivity Improvement (BPI) - Framework and Solutioning
- Develop and execute an end-to-end process methodology, process automation and operational framework integrating Data, Analytics, Technology, and Agent journey for driving improvement in conversion metrics and performance outcome
- Define Baseline and success matrix across BPI initiatives in alignment with business and functional owners ensuring continuous improvement, optimisation in the business processes and benchmarking outputs to external best practices.
Governance, Risk & Compliance
- Act as a key point of contact for the organisation's approach to governance, risk, and compliance.
- Define Global data governance framework, with a focus on protection of sensitive data in alignment with global data protection and privacy guidelines and clients' master services agreements and ensure its adoption and compliance across the organisation through regular audit and business stakeholder consultations.
Quality Control
- Implement and drive overall companywide quality strategy with scalable process / tools/ systems that allow resource efficient monitoring and audit of program deliverables and quality
- Coordinate with delivery operations teams for continual review of program and resource quality (using various data analytics, call quality, and conversational AI platforms, tools and dashboards), with timely inputs for adequate training and process improvement interventions.
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