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Business Transformation Executive
2 weeks ago
The Business Insights Manager is a critical role that involves leading strategic transformation using AI, data science, and Six Sigma methodologies.
This position requires driving cost-efficiency, process optimization, and innovation across global BPO operations.
- 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.
- Leverage Lean Six Sigma methodologies to redesign workflows, eliminate waste, and minimize variation in critical business processes.
- Partner with business leaders, operations heads, and IT stakeholders to successfully execute transformation initiatives that deliver tangible ROI.
Requirements:
- 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.
