Senior Manager - Digital Transformation - Contact Center

Profile & Experience:

- 11+ years of experience & Lean Six Sigma Master Black Belt Certified

- Comprehensive understanding of Business Process Outsourcing services & associated channels

- Exposure to drive complex improvement / transformation projects across multiple accounts/domains

- Experience in assessing client's strategy, processes and maturity level from a business, operations and technology perspective and make appropriate and compelling recommendations for change

- Demonstrated ability to translate lean six sigma and process improvement tools and methodologies into simple, practical action steps

- Proficiency in project management and statistical analysis systems like MS Project, Minitab etc.

- Self-motivated and ability to work both independently and as part of the team

- Organized person with attention to details, able to work simultaneously on different tasks

- Good interpersonal, facilitation and presentation skills

- Data-centric - quantitative, analytical skills and PC proficiency (Excel)

- Problem Solving Approach - including logical, systems-oriented mindset

- Change Orientation - Ability to embrace to changes quickly

- Expertise in conducting automation process discoveries will be an added advantage

Key Responsibilities:

- Lead / support improvement initiatives that positively impact Client satisfaction & business profitability

- Lead & mentor a group of Black Belts and Transformation resources

- Be a visionary to identify high impact strategic projects which yield in substantial CNX / Client Gains

- Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability

- Solving business problems through innovative & sustainable solutions

- Identifying process gaps & automation opportunities

- Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

- Driving effective Change Management for a stable & consistent delivery - Zero surprise operations

- On-time and accurate reporting of updates to leadership team.

- Imparting LSS trainings, preparing and conducting knowledge sharing sessions.

- Identifying client value add opportunities and working together with the business for presenting the same to the clients.