Associate Director, Transformation

THE ROLE

As an Associate Director of Innovation, you will be responsible for building and executing transformation roadmap for shared services processes.

Key Responsibilities: -

• Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.
• Provide communication to key stakeholder, including but not limited to; executive management, business owners, and business process leads.
• Work closely with shared services function leaders to analyse feasibility and impact across multiple processes.
• Identify new technologies that are relevant to support functions and have potential to be scaled
• Deliver on strategic and functional goals of projects focussed on cost optimization, technology enablement & automation.

PROFILE & EXPERIENCE

• Bachelor’s degree in computer science, engineering or relevant field and 10+ years of change management or transformation experience in BPO industry.
• 5+ years of Program Management experience in a matrix environment
• Exposure to drive complex improvement / transformation projects across multiple support functions such as HR, Recruitment, Quality, Training etc.
• Experience in Transformation / Process Re-engineering digital tools (RPA, IVR, GenAI, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma) in the BPO environment.
• Strong understanding of Generative AI and AI enabled solutions.
• Experience collaborating cross functionally within all organizational levels to build collaborative relationships.
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
• Analytical acumen and the ability to streamline complex processes.
• Flexibility to work in shifts.

Preferred Qualifications:

• Working knowledge of the Scaled Agile Framework
• Experience in the contact center or BPO industry
• Six Sigma Greenbelt or Blackbelt
• PMP certification preferred