Transformational Leader

1 week ago

Bengaluru, Karnataka, India ANAYTICS Full time
About the Role

At ANAYTICS, we are seeking a seasoned Transformational Leader to spearhead our Operations Excellence initiative. As a key member of our team, you will drive strategic transformation across all L3 process teams, fostering data-driven strategies, technologies, and operational practices.

Key Responsibilities:
  • Customer Support & Service Transformation (Initial Focus):
    • Lead a strategic transformation initiative for customer support and service operations, identifying opportunities for process optimization, automation, and innovation to enhance efficiency and effectiveness.
    • Drive and lead customer & agent experience initiatives, improving processes, technology, and overall service delivery. Provide leadership and dotted-line management to a team of sub-process owners across functions.
    • Analyze current business processes, identify inefficiencies, and recommend data-driven solutions for optimization. Provide guidance, support, and coaching to stakeholders at all levels to foster a culture of continuous improvement.
  • Evolving into a Generalist Leadership Role:
    • After the initial transformation project, take on broader cross-functional strategic and operational initiatives, ensuring alignment with the company's vision and goals.
    • Develop and implement transformation strategies, plans, and roadmaps, ensuring adherence to timelines, governance, documentation, and regulatory compliance.
    • Collaborate with senior leaders and cross-functional teams to prioritize, document, and execute key initiatives, ensuring seamless delivery and measurable impact.
Requirements:
  • Experience and Education:
    • Graduation in any discipline from a reputed institution with 7-10 years of experience in program management, management consulting, and business transformation roles, or in lieu of a degree 9-12 years of experience in program management, management consulting, and business transformation roles.
  • Strong Background in Customer Support/Service Operations:
    • Understanding of operational efficiencies, automation, and performance optimization.
  • Program & Project Management:
    • Proven expertise in leading cross-functional projects, managing multiple stakeholders, and ensuring seamless execution of strategic initiatives.
    • Hands-on experience with program governance, tracking KPIs, and driving execution in complex environments.
  • Strategic Thinking, Analytics & Problem-Solving:
    • Strong analytical and problem-solving skills, with the ability to structure ambiguous problems and make data-driven decisions.
    • Experience in data structuring, dashboard creation, and visualization, using tools like MS Visio, Tableau, or Power BI to track business performance and enable insights-driven decision-making.

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