Senior Business Insight Manager

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 (Masters 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.