Insight Manager/Business Insights Manager

6 days ago

India TaskUs Full time

Apply Lean Six Sigma (Black Belt certified) methodologies to redesign workflows, eliminate waste, and reduce variation in critical processes. Develop and track transformation KPIs like AHT, TAT, Idle Time, Utilization, Attrition, and Forecast Accuracy. Strategic Transformation Leadership Define and lead enterprise transformation programs focused on cost reduction, process efficiency, and quality improvement across global BPO operations. Align transformation initiatives with strategic business objectives, driving outcomes around productivity, billable utilization, SLA adherence, and CX metrics (CSAT, FCR, etc.). 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 internal data science, product, and engineering teams to develop AI/ML solutions, PoCs, and production-grade deployments. 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 CoE (Center of Excellence) for AI-augmented operations and continuous improvement. Bachelor’s degree in Engineering, Computer Science, or a related field (Master’s preferred). ~ 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 (Azure AI, AWS SageMaker, Google Vertex AI, or OpenAI APIs). ~ Strong command over automation technologies (RPA tools like UiPath, Blue Prism, or Power Automate). ~ Deep understanding of BPO metrics and operational challenges in domains like CX, F&A, Risk, and Content Operations. Critical Clarification on Six Sigma Black Belt Experience: A practitioner who has utilized the Six Sigma Black Belt methodology to drive significant, measurable improvements in a BPO environment. Candidates whose main experience is as a Six Sigma Trainer or Program Manager focused purely on certification or curriculum. Excellent communication and storytelling skills, especially in presenting data-backed recommendations.

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