Global Business Improvement Manager

1 day ago

Coimbatore, Tamil Nadu, India beBeeTransformation Full time ₹ 1,80,00,000 - ₹ 2,40,00,000
Business Transformation Leader

The organization seeks a seasoned Business Transformation Leader to spearhead enterprise-wide transformation programs. The ideal candidate will drive cost reduction, process efficiency, and quality improvement across global BPO operations.

Key Responsibilities:
  • Strategic Leadership:
    • Align transformation initiatives with strategic business objectives, delivering measurable outcomes in areas such as productivity, billable utilization, SLA adherence, and key customer experience metrics (CSAT, FCR, etc.).
    • Lead cross-functional teams to develop and implement impactful solutions that drive cost-efficiency, process optimization, and innovation across global BPO operations.
  • AI/ML-Driven Innovation:
    • 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.
  • Process Optimization & Six Sigma:
    • Leverage Lean Six Sigma 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.
  • Cross-Functional Program Execution:
    • 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.
  • Capability Building & Change Management:
    • 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.

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