Business Transformation Manager

Role & responsibilities

Key Responsibilities

1. 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.).

2. 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.

3. 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.

4. 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.

5. 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

• Bachelors 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.

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.

Interested candidates can apply to kinnera259@gmail.com

Regards,

HR Manager