Key Responsibilities
Process 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.