Job
Description
Role Overview: You will lead process improvement and transformation projects as well as lean six sigma projects. Your role involves driving the realization of target FTE and non-FTE benefits for the accounts in scope. You should have expertise in handling large sets of data and conducting data analysis. Reviewing and assessing current processes, systems, technology, and designing future state process flows will be part of your responsibilities. Additionally, you will be implementing Robotic Process Automation and artificial learning programs, platform enhancements, and measuring business impact post-implementation. Building systems to leverage synergies from different business units/cross-functional teams to deliver commitments such as Automation, Analytics, IT, Operations, and Risk is crucial. Operating with a problem identification and resolution mindset is key, along with collaborating with senior leadership and operations leaders to design continuous improvement programs that exceed client expectations for the account. You should also possess strong project management expertise and have handled multiple high-impact business projects. Knowledge of retail, consumer goods, and hospitality businesses and processes, along with a successful optimization track record, is required. Demonstrating a keen understanding of changes in customers" business and adjusting the value proposition accordingly will be vital. Effective communication across cultures and with global customers/stakeholders is necessary, representing the organization in appropriate forums. Key Responsibilities: - Lead process improvement and transformation projects, as well as lean six sigma projects - Drive realization of target FTE and non-FTE benefits for accounts in scope - Expertise in handling large sets of data and conducting data analysis - Review and assess current processes, systems, technology, and design future state process flows - Implement Robotic Process Automation and artificial learning programs, platform enhancements, and measure business impact post-implementation - Build systems to leverage synergies from different business units/cross-functional teams to deliver commitments (Automation, Analytics, IT, Operations, Risk, etc.) - Operate with a problem identification and resolution mindset - Work with senior leadership and operations leaders in designing continuous improvement programs to exceed client expectations for the account - Strong project management expertise, handling multiple high-impact business projects - Knowledge of retail, consumer goods, hospitality businesses and processes, challenges, and successful optimization track record - Demonstrates a keen understanding of changes in customers" business and adjusts the value proposition accordingly - Communicate effectively across cultures and with global customers/stakeholders; represents the organization in appropriate forums Qualifications Required: - Must have 10+ years relevant experience in Process Improvement/Transformation role, preferably in Contact centers - Must be certified Black Belt/Green Belt from a reputed organization with excellent command in Lean/Six Sigma methodology - Must have expertise and end-to-end experience in implementing RPA automation/Analytics/AI/Process improvement and contact center telephony - Must have excellent logical/analytical skills - Ability to independently develop solutions for complex business functionalities - Must be adept in MS Office - Excellent communication skills (Note: Additional details of the company were not present in the provided job description.),
