
Strategic Business Change Agent
1 day ago
Business Transformation Expert:
We are seeking a seasoned Business Transformation Expert to lead our global BPO operations. This is an exciting opportunity for a strategic leader to drive cost reduction, process efficiency, and quality improvement initiatives.
Key Responsibilities:- Design and implement transformative programs to drive measurable outcomes in productivity, billable utilization, SLA adherence, and customer experience metrics (CSAT, FCR, etc.).
- Identify opportunities for AI adoption, including machine learning, generative AI, NLP, predictive analytics, and automation across key functions such as quality assurance, workforce management, fraud detection, and content moderation.
- Apply Lean Six Sigma methodologies to redesign workflows, eliminate waste, and minimize variation in critical business processes.
- Collaborate with business leaders, operations heads, and IT stakeholders to execute transformation initiatives that deliver tangible ROI.
- Bachelor's degree in engineering, computer science, or a related field (Master's preferred).
- Six Sigma Black Belt certification (mandatory).
- 12+ years of experience in BPO/KPO/Shared Services, with demonstrated ownership of large-scale transformation projects.
- 5+ years of experience leading AI/ML initiatives, with a deep understanding of the entire model lifecycle, from development to deployment and AI governance.
- Proficiency in Python, SQL, Power BI, Tableau, with exposure to AI platforms (e.g., Azure AI, AWS SageMaker, Google Vertex AI, or OpenAI APIs).
- Strong command of automation technologies, particularly RPA tools like UiPath, Blue Prism, or Power Automate.
- In-depth knowledge of BPO metrics and operational challenges, especially in areas like Customer Experience (CX), Finance & Accounting (F&A), Risk Management, and Content Operations.
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