VP/Head - Process Excellence/Quality - Blackbelt - Contact Centre

VP / Head Process Excellence - Global MNC Contact Centre (Females Preferred).

The PEX Leader reports to the BTO Head and will represent Transformation Office to internal and external clients.

Roles and Responsibilities:

- PEX Leader will be responsible to drive process improvements / reengineering across the business

- This role will be a people manager role.

- Institute an appropriate measurement system for the business to drive business imperatives

- Identify improvement opportunities and drive them to closure

- Drive process improvement culture (covering lean, six sigma, automation and analytical mind-set) in the business

- Identify opportunities where FSL can support its clients to help them digitise operations

- Provide strategic transformational solutions for clients to increase wins (top line) through Process Analysis and assessments towards automation and other appropriate digital solutions to enable Digitisation of operations

- Work with delivery teams to ensure flawless delivery of programs and expand footprint within existing engagements

- Use skill and judgment to influence and engage with senior stakeholders across the business to put forward compelling business cases and drive transformational change

- Stay current with evolving trends and technologies within the space and maintain a pulse of the market

- Work with senior executives, peers and partners and build their trust to bring focus on obtaining mutual success

Reporting Structure:

- VPPEX will report to BTO head

- Collaborate and work closely with operational leadership, various internal CoEs,CRM / Sales teams and other functions.

Candidate Experience :

- Overall 18+ years of experience with 15+ in process improvement role (minimum 8 years in contact centre process improvements). Currently working as VP / Head Process Excellence in an MNC BPO.

- Experience of managing large scale change initiatives

- Experience in successful delivery of technical/management consulting services

- Experience of working with internal stakeholders (client teams, wider services organizations) and clients to shape, develop and execute propositions.