Lead enterprise-wide operational excellence, transformation, process governance, quality improvement, automation enablement, and business performance across the Nodal BFSI BPS portfolio. The role will drive continuous improvement culture through Lean Six Sigma, AI-led transformation, control rigor, customer-centricity, and measurable business outcomes across all operations and geographies. Should have 20+ years of experience in operational transformation/continuous improvement/agile/operational excellence areas.

Enterprise Operational Excellence Leadership

- Drive Lean Six Sigma transformation agenda across all nodal operations

- Lead large-scale business transformation and process re-engineering initiatives

- Institutionalize continuous improvement culture across delivery units

- Establish standardized governance and operational excellence frameworks

Productivity & Efficiency Transformation

Identify and execute productivity opportunities across :

- Voice operations

- Back-office operations

- KYC / AML / TM

- Consumer banking

- Cards & disputes

- TTS operations

- Deliver measurable outcomes on:

- Cost optimization

- Productivity uplift

- Capacity optimization

- Revenue protection

- Process Improvement & Lean Governance

- Lead DMAIC projects across functions leveraging Agile

- Eliminate process waste, rework, defects, and inefficiencies

Improve :

- TAT

- Accuracy

- SLA adherence

- Quality scores

- CSAT

4 Automation & GenAI Enablement

- Partner with digital and transformation teams to identify:

- RPA opportunities

- AI/GenAI-led transformation use cases

- Workflow automation

- Intelligent analytics solutions

- Build AI-enabled operational excellence roadmap

5 Risk, Control & Compliance Excellence

- Strengthen process controls and audit readiness

- Drive defect prevention and control assurance mechanisms

- Support regulatory and client audit remediation programs

- Improve process resiliency and risk mitigation posture

6 Data Analytics & Insights

- Build data-driven decision frameworks

- Drive operational dashboards, VOC analytics, predictive insights

- Leverage analytics to identify:

- Operational bottlenecks

- Attrition patterns

- Shrinkage trends

- Productivity leakage

7 Customer & Stakeholder Management

- Interface with:

- ISU heads

- Client partners

- Delivery leaders

- Enablement functions

- Present transformation outcomes to senior client stakeholders

- Support strategic deal pursuits and transformation pitches

8 Capability Building & Mentorship

- Build Lean Six Sigma capability across operations

- Mentor Green Belts and Black Belts

- Drive certification and continuous learning programs

- Establish best practice repositories and transformation playbooks

Critical Skill Sets Required

- Operational Excellence

- Lean Six Sigma Master Black Belt Certification

- Expertise in DMAIC, Lean, Kaizen, DFSS, VSM

- Enterprise transformation experience

- BFSI Domain Expertise

Strong understanding of:

- Retail banking

- Commercial banking

- Cards & payments

- KYC / AML / Transaction Monitoring

- Consumer operations

- Disputes & chargebacks

- Treasury and Trade operations (ICG)

Transformation & Automation

- RPA exposure

- AI / GenAI understanding

- Workflow optimization

- Digital transformation programs