Essential Duties and Responsibilities:

·Developing and Executing Key Process Improvement & Digital Transformational Project Roadmaps for the aligned businesses

·Conduct process discoveries/analysis of existing processes, systems, and workflows to identify potential bottlenecks and opportunities for digital transformation using RPA, AI, Power Automate and workflows

·Develop and implement strategies to drive digitization, automation, and process improvement initiatives

·Provides appropriate challenge to the business to embed continuous improvement as a culture and support the delivery of outcomes in conjunction with the Change and Implementation Lead

·Assess, Identify, and deploy intelligent automation through generative AI, Conversational bots to the aligned automation

·Ability to analyse customer behavior based on NPS/CSAT. Suggest significant changes through digital transformations.

·Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement

·Engage with senior stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.

·Identify opportunities to improve business profitability and deploy solutions

·Engage with Clients to identify opportunities and drive Key business priorities

·Lead BB Level Projects, and coach & mentor Green Belts.

·Provides oversight for the alignment to the Coe governance model, ensuring opportunities are assessed, selected and prioritized with a strategic lens and agnostic of tool.

·Provide innovative leadership in driving quality performance

·Ensure the use of problem solving and root cause analysis where necessary

·Deploy framework to improve Process performance on the shop floor.

·Lead VSM and Problem-Solving Workouts with the various businesses

·Monitor & audit the deployed processes for effectiveness & efficiency

·Responsible for generating business impact for the clients using the CI methodologies and frameworks

Key Performance Indicators

·Value delivered through projects in support functions

·Automation identification and deployment support

·Project Management and Process Improvement

·Facilitating change

·Facilitate Idea generation and idea management.

·Supporting training delivery as required

Qualification & Experience:

·Strong analytical, problem solving, facilitation and project management skills

·Experience in Value Stream Mapping

·Experience in facilitating problem solving workshops /kaizen events / Design sprints.

·Automation experience

·Knowledge on Generative AI, process mining tools and RPA tools

·BPO/KPO experience

Desirable:

·Agile Certification

·Gen AI Certification

·Process Mining certification

Competencies:

·Change Management

·Fostering Partnerships with stakeholders

·Managing Transformation

·Customer obsessions / Excellence

·Leading Teams

·Working Across Boundaries

Educational/Vocational/Previous Experience Recommendations:

· College degree is a must.

· Minimum 3-5 years Process Excellence experience in a contact service environment

Please refer to job description.