Subject Matter Expert (SME) Operations

Role Overview: You will be a key player in the KPO/BPO and professional services sector, responsible for leading complex client-facing operations in various verticals such as finance, research, analytics, and customer service. Your primary focus will be on ensuring high-quality service delivery, meeting SLAs, and driving continuous process efficiency improvements for enterprise clients. This role will be based in India, working on-site. Key Responsibilities: - Take ownership of end-to-end operational expertise for assigned processes by defining SOPs, enforcing governance, and ensuring consistent SLA achievement across client portfolios. - Drive process improvement initiatives through data-driven root-cause analysis and Lean/Six Sigma principles to reduce turnaround time, errors, and operating costs. - Serve as the primary escalation point for client issues, leading incident response, coordinating cross-functional resolution, and communicating remediation plans to stakeholders. - Design and deliver training, certification, and knowledge-transfer programs for on-site teams to sustain quality and throughput improvements. - Develop and maintain performance dashboards, regular management reports, and insights to guide strategic decisions and operational tuning. - Collaborate with QA, technology, and client teams to implement automation, tooling, and controls to strengthen compliance and scale delivery. Qualifications Required: Must-Have: - Minimum 5 years of hands-on experience in KPO/BPO/service-sector operations with demonstrable SME responsibilities. - Proven track record in SLA management, process documentation (SOPs), and quality frameworks. - Strong analytical skills with advanced Excel proficiency; ability to build KPI dashboards and perform root-cause analysis. - Excellent stakeholder management and client-facing communication skills; experience in handling escalations and managing expectations. - Experience in delivering training and operational readiness programs for large on-site teams. - Willingness and ability to work fully on-site in India, being flexible to client-driven schedules. Preferred: - Certification in Lean/Six Sigma or equivalent process improvement training. - Familiarity with case/workflow management platforms, RPA basics, or BI tools (Power BI/Tableau). - Exposure to regulated environments such as financial services, healthcare, research, and compliance controls. Company Details: (Omit this section as no additional details of the company are provided in the job description),