Strategic Transformation Leader

3 days ago

Malappuram, Kerala, India beBeeDigitalTransformation Full time ₹ 1,42,50,000 - ₹ 2,11,00,000
Job Title: Strategic Transformation Leader

Job Description:

The Role of a Strategic Transformation Leader is to spearhead large-scale transformation initiatives that drive cost-efficiency, process optimization, and innovation across global BPO operations. As a key member of the leadership team, you will be responsible for developing and implementing strategic plans that align with business goals, driving measurable outcomes in areas such as productivity, billable utilization, SLA adherence, and key customer experience metrics.

Key Responsibilities:

  • Lead enterprise-wide transformation programs with a focus on cost reduction, process efficiency, and quality improvement across global BPO operations.
  • Align transformation initiatives with strategic business goals, driving measurable outcomes in areas such as productivity, billable utilization, SLA adherence, and key customer experience metrics (CSAT, FCR, etc.).
  • Identify and champion use cases for AI technologies, including machine learning, generative AI, NLP, predictive analytics, and automation across key functions such as quality assurance, workforce management, fraud detection, and content moderation.
  • Collaborate with internal teams (data science, product, and engineering) to develop AI/ML solutions, proof-of-concepts (POCs), and production-ready deployments.
  • Leverage Lean Six Sigma (Black Belt certified) methodologies to redesign workflows, eliminate waste, and minimize variation in critical business processes.
  • Conduct value stream mapping, root cause analysis (RCA) workshops, and process simulations to uncover opportunities for process optimization and operational efficiency.
  • Develop, track, and report on key transformation KPIs, including AHT, TAT, Idle Time, Utilization, Attrition, and Forecast Accuracy.
  • Partner with business leaders, operations heads, and IT stakeholders to successfully execute transformation initiatives that deliver tangible ROI.
  • Manage complex transformation roadmaps using agile governance, ensuring stakeholder alignment, change management, and effective risk mitigation.
  • Lead the organizational shift towards greater digital maturity, focusing on areas like citizen development, AI literacy, and digital transformation.
  • Drive the creation and operationalization of a Center of Excellence (COE) for AI-augmented operations, fostering continuous improvement across business functions.

Required Skills & Qualifications:

  • 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 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).
  • 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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