Digital Transformation Lead

10 hours ago

Gurgaon, Haryana, India beBeeBusiness Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Senior Business Insight Manager Job Description

About us: We are a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies.

We leverage a cloud-based infrastructure, serving clients in sectors including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The Role
  • Define and lead enterprise transformation programs focused on cost reduction, process efficiency, and quality improvement across global operations.
  • Align transformation initiatives with strategic business objectives, driving outcomes around productivity, utilization, SLA adherence, and CX metrics (CSAT, FCR, etc.).
Responsibilities
  • Transformation Leadership
    • Apply Lean Six Sigma methodologies to redesign workflows, eliminate waste, and reduce variation in critical processes.
    • Conduct value stream mapping, RCA workshops, and process simulations to uncover optimization opportunities.
    • Develop and track transformation KPIs like AHT, TAT, Idle Time, Utilization, Attrition, and Forecast Accuracy.
  • Ai-Driven Innovation
    • Identify and lead use cases for machine learning, generative AI, NLP, predictive analytics, and automation across key functions (quality assurance, workforce management, fraud detection, content moderation, etc.).
    • Partner with data science, product, and engineering teams to develop Ai/Ml solutions, PoCs, and production-grade deployments.
  • Cross-functional Program Execution
    • Collaborate with business leaders, operations heads, and IT stakeholders to roll out initiatives with measurable ROI.
    • Manage complex transformation roadmaps with agile governance, stakeholder alignment, change management, and risk mitigation.
  • Capability Building & Change Management
    • Drive organizational maturity in digital transformation, citizen development, and Ai literacy.
    • Lead Center of Excellence for Ai-augmented operations and continuous improvement.
    Requirements
    • 12+ years of experience in BPO / KPO / Shared Services, with proven ownership of large-scale transformation projects.
    • 5+ years of experience leading Ai/Ml initiatives, with demonstrable understanding of model lifecycle, deployment, and Ai governance.
    • Proficient in tools like Python, SQL, Power BI/Tableau, and exposure to Ai platforms.
    • Strong command over automation technologies.

We welcome applicants from diverse backgrounds and invite you to explore our job openings through the provided URL.

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