Senior Business Insights Manager
1 week ago
Key ResponsibilitiesProcess Reengineering & Six Sigma- Apply Lean Six Sigma (Black Belt certified) 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.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.).AI/ML-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 internal 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 CoE (Center of Excellence) for AI-augmented operations and continuous improvement.Required 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 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:The Black Belt certification is being prioritized because it signifies a deep, practical understanding and proven track record of process adherence, rigorous process improvement, and tangible operational results.- We ARE looking for: A practitioner who has utilized the Six Sigma Black Belt methodology to drive significant, measurable improvements in a BPO environment. The candidate must show a strong emphasis on operational delivery/improvement.- We are NOT looking for: Candidates whose main experience is as a Six Sigma Trainer or Program Manager focused purely on certification or curriculum.Preferred Traits- Strategic thinker with a bias for action and problem-solving mindset.- Strong leadership presence with ability to influence C-level stakeholders.- Excellent communication and storytelling skills, especially in presenting data-backed recommendations.- Comfortable operating in fast-paced, ambiguous, and matrixed environments.
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