Provana - Director - Operational Excellence

Job Description :

Role Summary :

The Director Opex is responsible for driving continuous improvement, optimizing processes, and enabling transformation across BPO operations. This role ensures productivity improvement, cost optimization, governance, and deployment of Lean, automation, and analytics-based solutions. The position partners closely with operations, clients, and cross-functional teams to create a culture of excellence and deliver measurable business impact.

Key Responsibilities :

1. Operational Excellence & Transformation :

- Lead and execute large-scale Opex and transformation initiatives across multiple business units.

- Identify opportunities for process optimization using Lean, automation, and digital solutions.

- Drive standardization, re-engineering, and automation to reduce operational cost and improve metrics.

- Develop and implement best practices, playbooks, and frameworks for transformation.

2. Business Impact & Productivity :

- Deliver year-on-year productivity savings through structured continuous improvement programs.

- Establish performance baselines, create business cases, and track savings realization.

- Partner with operations leaders to drive SLA compliance, quality improvement, and cycle-time reduction.

3. Leadership & Stakeholder Management :

- Lead and mentor a team of Opex professionals

- Collaborate with senior internal and client stakeholders to drive outcomes and define Opex strategy.

- Present updates, dashboards, and impact analysis to senior leadership and clients.

4. Governance & Compliance :

- Implement Opex governance mechanisms : reviews, tollgates, control plans, and audits.

- Ensure data integrity, adherence to Lean and compliance with SOX (as applicable).

- Monitor operational KPIs and escalate risks proactively.

5. Automation & Digital Enablement :

- Partner with Digital/Automation teams to identify RPA/AI/Data Analytics opportunities.

- Define and prioritize automation pipelines and drive implementation.

- Support business in moving toward digital-first operations.

Key Skills & Competencies :

- Ability to lead strong stakeholder management.

- Excellent analytical, problem solving, and change management skills.

- Deep understanding of BPOs back office operations

- Strong communication and presentation skills.