Director - Business Transformation (ITES/BPO)

The client is looking to hire a Director for their Business Transformation team at Hyderabad/Bangalore.

Role Requisites:

15+ years of overall relevant experience

Degree in Business Operations / Business Administration /Business Communication / Computer Science

Extensive experience in Process Excellence / Business Transformation / MBB

Skilled using Microsoft Office (Excel, Word, and PowerPoint) and / or G Suite (Sheets, Docs, and Slides)

Aspirants should be flexible with work timings to support global teams

Role :

Your expertise will drive the clients process improvements and unrelenting pursuit of excellence in client delivery. Director Business Transformation will spearhead strategic initiatives to drive operational excellence, innovation, and continuous improvement within the organization. This role involves leading the transformation of business processes, identify areas of opportunity for large Six-Sigma improvement projects as well as quick Lean projects, keep process documentation and SOPs current across programs, derive the best value from transactional quality teams across programs, and ensure the companys ability to meet changing market demands and customer expectations in constantly getting better. The ideal candidate will have extensive experience in managing large-scale transformations, strong leadership skills, and a deep understanding of the BPO industry.

Key Responsibilities:

Strategic Leadership:

a. Develop and execute a comprehensive business transformation strategy aligned with the companys long-term goals.

b. Identify key areas for improvement and innovation across the business unit.

c. Project manage cross-functional teams in the implementation of transformation initiatives.

d. Partner with senior management to ensure alignment of transformation initiatives with business objectives.

Operational Excellence:

a. Drive process optimization and automation to enhance efficiency and reduce costs.

b. Implement Lean, Six Sigma, or other process improvement methodologies.

c. Oversee the redesign of business processes to improve performance and customer satisfaction.

d. All programs should be made malpractice proof, through robust processes and governance

e. Ensure that all transformation initiatives are executed within the defined scope, timeline, and budget.

Technology Integration:

a. Lead the adoption and integration of new tools, technologies and analytics to drive innovation.

b. Come up with ideas and suggestions on where technology can be leveraged to make workflows more efficient

c. Monitor industry trends and emerging technologies to keep the company informed new trends

Change Management:

a. Develop and implement change management strategies to support transformation efforts.

b. Communicate effectively with stakeholders to ensure buy-in and support for transformation initiatives.

c. Provide leadership and mentorship to teams undergoing transformation.

d. Manage risks and resolve any issues that arise during the transformation process.

Performance Measurement:

a. Establish KPIs to measure the success of transformation initiatives.

b. Regularly review and report on the progress of transformation projects.

c. Ensure continuous improvement by analyzing performance data and making necessary adjustments.

d. Do SLA benchmarking for new project launches

e. Help define the right lead metrics that result in outcomes / SLAs defined in SOW

Customer and Stakeholder Engagement:

a. Engage with clients to understand their evolving needs and ensure the transformation aligns with their expectations.

b. Collaborate with external partners and vendors to drive transformation efforts.

c. Act as a spokesperson for the companys transformation efforts in client meetings and industry forums.