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IAssess Consultants LLP
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Subject Matter Expert (SME) – Operations (KPO, BPO, service sector) - SP

Subject Matter Expert (SME) – Operations (KPO, BPO, service sector) - SP

IAssess Consultants LLP

5 years

3 - 4 Lacs

mohali district india

Posted:6 days ago| Platform:

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Skills Required

service finance research analytics efficiency governance drive data analysis lean sigma escalation remediation design training certification management reports technology automation tooling controls compliance documentation excel communication workflow power healthcare collaborative leadership

Work Mode

On-site

Job Type

Full Time

Job Description

Primary Title: Operations Subject Matter Expert (SME) - KPO/BPO

About The Opportunity

We are hiring for a leader in the KPO/BPO and professional services sector supporting complex, client-facing operations across multiple verticals (finance, research, analytics, customer service). The role sits within an on-site operations team focused on delivering high-quality service, meeting SLAs, and continuously improving process efficiency for enterprise clients.Location: India (On-site)Role & Responsibilities

Own end-to-end operational expertise for assigned processes—define SOPs, enforce governance, and ensure consistent SLA achievement across client portfolios.
Drive process improvement initiatives using data-driven root-cause analysis and Lean/Six Sigma principles to reduce turnaround time, errors, and operating costs.
Act as primary escalation point for client issues; lead incident response, coordinate cross-functional resolution, and communicate 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.
Partner with QA, technology, and client teams to implement automation, tooling, and controls that strengthen compliance and scale delivery.

Skills & Qualifications

Must-Have

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—advanced Excel; comfortable building KPI dashboards and performing root-cause analysis.
Excellent stakeholder management and client-facing communication; experience handling escalations and managing expectations.
Experience delivering training and operational readiness programs for large on-site teams.
Willingness and ability to work fully on-site in India; 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 (financial services, healthcare, research) and compliance controls.

Benefits & Culture Highlights

Collaborative, high-accountability environment that rewards measurable impact and continuous improvement.
Opportunity to lead cross-functional initiatives and influence client-delivery models at scale.
Structured career path into senior operations leadership or client-facing program management roles.

Skills: sme,teams,bpo,management,operations,research,training

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Subject Matter Expert (SME) – Operations (KPO, BPO, service sector) - SP