Transformation Leader

As a Strategic Business Transformation Lead, you will play a pivotal role in driving enterprise-wide transformation programs. Your key focus will be on leading cost reduction, process efficiency, and quality improvement initiatives across global BPO operations.

To achieve this, you will need to align transformation initiatives with strategic business goals. This will involve driving measurable outcomes in areas such as productivity, billable utilization, SLA adherence, and key customer experience metrics (CSAT, FCR, etc.).

Your technical expertise will enable you to champion use cases for AI technologies, including machine learning, generative AI, NLP, predictive analytics, and automation. You will collaborate with internal teams to develop AI/ML solutions, proof-of-concepts (POCs), and production-ready deployments.

Additionally, you will leverage Lean Six Sigma methodologies to redesign workflows, eliminate waste, and minimize variation in critical business processes. Conducting value stream mapping, root cause analysis (RCA) workshops, and process simulations will help you uncover opportunities for process optimization and operational efficiency.

You will partner with business leaders, operations heads, and IT stakeholders to successfully execute transformation initiatives that deliver tangible ROI. Managing complex transformation roadmaps using agile governance will ensure stakeholder alignment, change management, and effective risk mitigation.

In this role, you will lead the organizational shift towards greater digital maturity. This will involve focusing on areas like citizen development, AI literacy, and digital transformation. You will drive the creation and operationalization of a Center of Excellence (COE) for AI-augmented operations, fostering continuous improvement across business functions.

The ideal candidate for this role will have a Bachelor's degree in engineering, Computer Science, or a related field (Master's preferred). Six Sigma Black Belt certification is mandatory, along with 12+ years of experience in BPO / KPO / Shared Services. Demonstrated ownership of large-scale transformation projects and 5+ years of experience leading AI/ML initiatives are also required.

Proficiency in tools such as Python, SQL, Power BI, Tableau, with exposure to AI platforms (e.g., Azure AI, AWS SageMaker, Google Vertex AI, or OpenAI APIs) is necessary. Strong command of automation technologies, particularly RPA tools like UiPath, Blue Prism, or Power Automate, is also essential.

Key responsibilities include:

• Lead enterprise-wide transformation programs.
• Align transformation initiatives with strategic business goals.
• Champion use cases for AI technologies.
• Develop AI/ML solutions, POCs, and production-ready deployments.
• Leverage Lean Six Sigma methodologies.
• Conduct value stream mapping, RCA workshops, and process simulations.
• Partner with business leaders, operations heads, and IT stakeholders.

If you are a visionary leader with a passion for driving business transformation, we encourage you to apply for this exciting opportunity.

Required qualifications:

Bachelor's degree in engineering, Computer Science, or a related field (Master's preferred).

Six Sigma Black Belt certification.

12+ years of experience in BPO / KPO / Shared Services.

5+ years of experience leading AI/ML initiatives.

Proficiency in tools such as Python, SQL, Power BI, Tableau.

Strong command of automation technologies, particularly RPA tools like UiPath, Blue Prism, or Power Automate.

In-depth knowledge of BPO metrics and operational challenges.

Benefits:

This role offers an exciting opportunity to lead strategic transformation using AI, data science, and Six Sigma.

Drive cost-efficiency, process optimization, and innovation across global BPO operations.

Lead cross-functional teams to deliver impactful, AI-powered solutions.

A perfect blend of technical leadership and business transformation.